One of the most important aspects of running a business is to communication with customers. We strive each day to learn how we can improve from our customers, and our entire team at offrs.com is motivated to do what we can to help our customers. But it's not easy.
Here are some challenges you may face as well with customer support and keeping customers who are frustrated or upset engaged as you walk them through the solution:
1. Some customers today automatically believe they are being screwed. Unfortunately this is a challenge for every business. It doesn't really matter the magnitude of their issue, it seems like everyone goes from 0 to 60 and is yelling at your customer support people before they had a chance to even understand what is going on. My theory is that either 1) people believe they need to be angry in order to get the problem fixed or 2) people have been screwed over so many times, they just assume odds are it's happening again.
Either one is not ideal. We instruct our customer support to always make it right. Sometimes this is tough because expectations may be out of whack, or the customer wants something that is beyond our ability to devliver - but most for the most part it seems to work well.
2. Many customers don't take the time to learn the product (or even use it). One of our biggest challenges is having customers invest time into learning the product and doing the training. When they skip the training, they find themselves calling support all the time and they begin to get frustrated.
3. Many customers have unrealistic expectations. This is one of the biggest challenges of any product or service business. Making sure customer's expectations are aligned with what we can deliver. We invest a lot of time and energy into trainign and onboarding clients so they have clear expecations on what needs to happen to be successful with our product.
It's important to understand both sides in order to provide good customer care.
Knowing how to guide customers to have a good experience is step 1 in building a relationship, and then of course after they begin having a positive experience you want them to share that experience in a review or a testimonial.
Here is an example
This of course is not easy to drive positive reviews. Most reviews on the web are negative. But when you do have a negative review it's important to reach out the customer and find out why they posted a review instead of approaching you directly.
I am blogging about this to simply share our experiences and perhaps it helps you think about how you can make sure you have an open line of communication with your customers.