Your contact center business is running well. Customers are going gaga over your services and they are coming back to you for all their call center needs. As a result of this your revenues have reached an all-time high and your services are rated highly in the markets. Now you think that it is time to take your business to the next level by introducing a new service and conduct a survey to zero-in on your prospective customers. The results come as a shock. It seems that you are no longer wanted in the industry and the only reason that customers kept coming back to you was because they had no other options. Having found a better alternative they no longer want to associate themselves with your brand.
How can you avoid getting caught in such hapless situations? Be proactive to catch the early signs of disenchantment. Given below are few ways to accomplish this objective-
1. Conduct Simple, Short and Rewarding Feedback Surveys
You’ll never get an honest review about your service by the customers if you pose ‘n’ different questions that are mostly open ended. Hence make sure that you carrying out a customized survey that is crisp, targeted and rewarding. If you are running a restaurant business for instance, you can ask the customers to take up a rapid fire challenge or fill up a short feedback form that has multiple choice questions and offer a free snack in return. Similarly, in case you are in retail business, you can distribute discount vouchers to customers and ask for one line suggestions in return.
2. Track Individual Complaints and Iron Out Most Frequently Complained Service Issues
In order to provide better service to your customers, you need to first identify the areas of your service that are lagging behind. The best way to do this is by keeping a track of individual complaints and sorting out widely complained issues. Next you have to take appropriate steps to iron out these issues. For instance, if you find that majority of the customers are not very pleased with the long hold time, you can pacify them by giving a call back option. This way they no longer have to wait and hence they will be more satisfied with your service.
3. Check Social Media Pages Regularly to know How You are Being Perceived
In today’s age of technology, customers take to social media to vent their frustrations. Having a presence on social media can help you know exactly how your services are being perceived by your customers. Social media also acts as a perfect platform to build personal connections with your customers and learn about simmering grievances.
4. Share Your Upcoming Ventures with Your Customers and Ask for their Opinion
Sharing information about your upcoming ventures with your customers and asking them to give a feedback will help you in two ways. Firstly it will make them feel special and empowered. Secondly, since they feel that they are valued, they will be compelled to give an honest review, which will help get a grasp of the strengths and flaws of your service.
Providing better customer support service starts with looking at your business from your customers’ perspective and measuring their perception about your business. For this you need to simplify your feedback processes, track complaints and have a strong social media presence. Later you can leverage this know how to rectify your mistakes and improve your service significantly.