How excellent customer contact strengthens your reputation.
Every organisation has experienced it: someone criticises your services or organisation and happily shares it on social media or other channels. The customer service employee plays a crucial part here, despite a reputation management policy. With these 3 tips, your customer service can strengthen the reputation of your company or brand.
Meeting customer expectations
One of the key things to keep in mind is not to deal with the consequences, but rather with the cause. Criticism or comments are made when customer expectations are not met. Customer service is the first line of communication and a valuable source of information. Here you can monitor conversations or interactions to find out what your customers are saying. Our in-house ContactExperts offer extensive reports and act quickly and appropriately. This valuable info is often disregarded, but through continuous NPS measurements, you can check to what extent customers are satisfied and recommend your company to others. And believe us when we say that prevention is always better than curing.
Fast & Profound Answers
It’s important to remember that customers who share their dissatisfaction through social media and other channels are extremely valuable. For every customer that says something negative, there are plenty who left without saying anything. It’s important to deal with the feedback in an empathic way and consider the timing of the response. Always respond within 24 hours without neglecting the value of your message.
Keep it personal
It’s best to deal with criticism through public channels in public as well. That way, others can see that, as a company, you are open to it and respond appropriately. If criticism comes from a limited circle, try to resolve it as personally as possible. Contact via the telephone is a good idea here, as customers are less likely to switch to the competition.
Use your customer service data to index customer expectations and respond in a reasoned, quick and personal way. Criticism can be a valuable tool, as long as you treat it properly and use it to improve the organisation.
