It’s no secret that the process of providing good customer service is getting more elaborate by the day. With your clients’ abilities to share their views on any experience you provide for them, you never know what could be put on display for all the world to see. Talk about pressure.
In his article, “Oooh Spooky! 10 Scary Customer Experience Statistics,” Andy Hanselman points out research from Groove HQ that says only one out of 26 customers who want to complain actually do. A lack of negative online feedback will potentially help you save face, but you won’t grow from the experience. Assure your clients that you want them to come to you with issues, or you’ll have trouble reaching your full customer service potential.
Hanselman also refers to the Microsoft State of Global Customer Service Report which states that 56% of consumers have higher expectations now than they did a year ago when it comes to customer service. That only increases among consumers 18 to 34 years of age; 68% of this age group's expectations have risen. How can you satisfy these demands?
A common survey answer is to give speedier service. Online brands should respond within an hour of an inquiry, according to 42% of the people surveyed by Edison Research, and Salesforce states that 64% of consumers expect a response from companies in general without delay. Can you honestly say that your response times can live up to these expectations? If you can’t, I think it’s time you begin to focus on one of the most valued parts of customer service: timeliness.
Salesforce goes on to say that, be it social media, in person, over the phone, or any other way your clients can reach out to you, 75% of the population believes that the service you provide should be consistent over any medium. Every form of outreach should have the same sense of urgency as if your client was standing right in front of you asking for help. This can be tricky seeing as it’s easier to put an email on the back burner than it is to do the same for an in-person conversation. Resist this hurtful urge. Learn to picture the client on the other end of a more distant medium and treat them as such.
Don’t overlook the importance of personalizing your responses. Receiving a written response that appears copied and pasted or listening to a verbal response that seems scripted is frustrating and can come off as if you don’t care enough to take the time to look for a solution for the client’s particular problem. Show your clients that they’re important. Take the time to cater your service to each of their needs.