Customers are the most important stakeholders in your company, and they can easily make or break a company’s success. If you expect your business to thrive, developing a dedicated customer base, and maintaining it with an excellent customer service strategy is critical.
It’s easy to get caught up in the need to meet market demands or working to ensure your marketing efforts stand out from competitors, but if you leave your customer service efforts on the back burner for too long, you’ll likely see your business suffer.
Admitting that your company could use a little help when it comes to customer care can be difficult, but it’s best to make changes before the damage is done. Here are the red flags that your customer service needs revamping.
Signs Your Customer Service is Falling Short
We know that it’s impossible to make every customer happy 100% of the time, but with the right strategy in place you will certainly have a greater chance. Here are the five signs that your customer service isn’t meeting your customers’ needs.
- You Rush Your Customers Through the Care Process: While customers appreciate quick response and support, they don’t want to feel rushed. When you communicate properly with your customers, and they feel they’re getting a thoughtful response, they will be much happier.
- Service Reps Have No Authority: Your customer service team should have some authority. If they have to wait for approval from upper management to offer a discount, refund, or to close accounts, people will get annoyed. Plus, you run the risk of unmotivated support staff.
- Customers Have to Be Transferred Multiple Times: One of the quickest ways to appear incompetent and annoy your customers is to pass them off to another person constantly. You want a support team that can resolve issues because they understand the full-service cycle that a customer goes through.
- You’re Not Getting Much Feedback: If you’re not getting a lot of feature requests or suggestions from customers, there are two possibilities. Customers aren’t using your product, or they don’t have a way to share their feedback. Both are not ideal. Having proper customer service in place ensures there is no gap between your company and your customers.
- You Don’t Have Many Repeat Customers: If you recognize that many customers aren’t returning, don’t ignore it. Typically, customers switch companies when they feel their needs aren’t being met. Most people won’t let a company know if they think service was poor, they’ll just leave. Be sure you’re checking in with customers so problems don’t go unnoticed and you can keep customers in the long run.
Could you identify with any of the five red flags? If so, you may want to consider revamping your customer service process. However, this can be a time consuming and costly method. Your business may benefit from customer service outsourcing.
DATAMARK Can Help With Customer Service Outsourcing
You know that customer service is crucial to your company’s success, so let us help. At DATAMARK, we understand the importance of cultivating and sustaining positive relationships with customers. That’s why we’re one of the leading customer service outsourcing companies. Whether you’re looking for customer support outsourcing for inbound or outbound processes, our team of professional support agents can assist.
With DATAMARK, outsourcing customer service gives your company access to:
- Offshore and near-shore solutions
- 24/7 support
- Bilingual English and Spanish-speaking staff
- Real-time data and reporting to enhance business decisions
Learn more about our outsourcing customer services or get in touch with one of our Business Development Managers.