A lot of companies like to claim with pride that they have excellent customer service.
The claims of great customer service have become so widespread that the words have started to lose their meaning and impact.
We see these declarations in their marketing materials and hear the words from their salespeople and tune them out—they just aren’t believable.
Worse still, they make themselves sound just like everybody else.
After all, who says they have terrible customer service?
The right way
We work with companies to revamp their call center so they can promise and deliver the things that will lead to actual customer satisfaction such as:
- All support calls are answered within three rings 24/7.
- You are able to speak to a real human being within two selections instead of being trapped in the death spiral of a never-ending automated menu-driven routing system.
- 85% of all support inquiries are resolved on the first call.
More than just the call center
True customer service isn’t confined to the call center. It extends to all areas of your business that impact customer satisfaction, which could include:
- Ease of ordering
- Stock availability
- Production turnaround
- Delivery times
- Clear installation instructions for self-installation
- Professional installation or implementation services
- Product training
- Warranty terms
- Generous maintenance contracts
- 24/7 technical support
- Monitored online customer forums
It takes a little effort to find out what changes will be meaningful to your customers, but it will pay huge dividends in customer retention and positive word-of-mouth advertising—the cheapest and most effective marketing channel available.
If you’re having a problem with dissatisfied customers, you may need to focus some attention on your customer service.
We know how to recognize the symptoms, identify the underlying issues and create a customized customer retention program that will break the current cycle and put you on a path to real, sustainable growth going forward.
Send an email to info@turnaroundtwins.com or give us a call at 214.414.9014 to set up a free, no-obligation, one-hour call to discuss what’s going on and how we may be able to help you change the trajectory of your company.