There is only one answer to the question “What is the best solution to improve relationships with customers?”The answer to that very simple and very basic, it is to improve customer relationships. It doesn’t matter how talented your employees are or the quality of your product if your customer service is a disappointment. This is because customer service is the face of the company. It is how customers will judge the company. There is statement that says a good company always has good customer service but a better company will always improve customer service to have competitive advantage. Here are some ways that you can improve customer service.
Enhance and train your working force for greater customer service. It is important that that the customer service is has the right skills to manage customers. A few skills to develop would be skills such as developing empathy, clear communication, patience, knowledge, etc. You can conduct a survey among your customer to understand what kind of customer service and what do they expect from the people behind the customer service. This way you can clearly identify limits and potential problems and areas to improve.
Touch every possible point of service that you can offer to your customer. Buy a premium rate numberas your hotline.
Some premium rate numbers packages don’t charge money from a customer for calling the hotline which is a good thing for customer service. Some customers get irritated by the long waiting time of calls because the calls are charged. Trying to reduce waiting time is what customers want at end of the day. Sometimes customers avoid calling customer service just because the companies have long waiting time.
A few general aspects that could be improved are to admit mistakes of the company even if you knew it before. This improves your customer relations and controls the situation. The main duty here is to refocus attention to the problem and try to solve it. Follow up is really important. It may seem not important but small things are what matters a lot. Send an email or survey asking if they were satisfied with the service and if the problem is solved. It letting the customer that you are there if a problem occurs again and that you are on their side.
Make sure that customer service is always available. I have tried calling and sometimes the phone is not being answered. Some customer services are only available on weekdays. There is no specific time and day that a customer will want the service so a company must be ready to provide customer service whenever they can. 365 days and 24/7 will be excellent but if it is not possible at least provide as many days and times as possible.