Is your system of customer care efficient? Are clients satisfied? It might be surprisingly difficult to answer these seemingly simple questions, as clients often don't express their dissatisfaction, even if they feel it. Moreover, your customer service might have a hidden potential for improvement that even customers themselves don't have to be aware of. Here are the six signs that there is something wrong with your customer service.
There is no connection between customer service and the rest of the company
Forbes states that if customer service doesn't cooperate with the sales or marketing department, it can very well happen that the product that is offered and sold is vastly different from what eventually customers encounter in real-life interaction with your company.
Speed is top priority
Though speed is an essential quality of a good customer service, it can never be at the expense of quality performance. You should care about quality, not just quantity and speed.
Few clients are recruited from current customers
Repeated, loyal customers should always be preferred by a company to new clients. If clients keep „running away“ from you and only a few of them are loyal to your company, the chances are that it is because of customer service.
Negative feedback prevails over positive one
Though it is a common thing that feedback is given mostly by dissatisfied clients, it's not a good sign if there are no positive reactions in the feedback of your clients.
Company representatives have little authority
If you don't give your company reps who are in touch with clients within customer services enough authority, you're asking for a long-term problem that is bound to eventually lead to dissatisfied clients.
No anticipation of problems
Are you wondering why clients are dissatisfied? It could be because your service focuses only on solving problems that already exist instead of preventing them as well, which is one of the essential qualities of good quality customer care.
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