Unfortunately, everyone will experience bad customer service at one stage in their lives. These experiences might leave us feeling angry, frustrated, confused or a combination of them all.
When these negative customer service experiences occur, it can leave even the most loyal and regular customers ready to jump ship to a competitor in search for a better customer experience. These situations are a lose-lose situation. The business loses a regular customer and therefore regular sales and the customer loses faith what they believed was a trusted brand.
A bad customer experience shouldn’t be just that, it should be a learning curve, for both the brand and the customer. We currently live in a world overflowing with budding entrepreneurs who are changing the face of business as we know it, and the thing companies need to keep an eye on is that these entrepreneurs are learning from past mistakes and turning them into future achievements.
Here’s how entrepreneurs are learning from bad customer service experiences and turning them into a positive experience:
1. Customers accept mistakes, not bad service
It’s only human to make mistakes and customer understand this. The customer might be upset with the mistake at first, but when a company or customer service member remains calm and explains what went wrong and how they will fix it, customers are more likely to forgive the mistake and the outcome is a positive customer experience.
Forbes found, that the health of your relationship with a customer is often driven by the response to an issue, rather than the issue itself. Listening to your customer’s problems and providing a solution is the best way to ensure return sales. At Jago, we provide timely customer feedback allowing your company to resolve customer complaints almost immediately, turning a negative experience into a positive one.
2. You are Only as Strong as Your Weakest Link
A customer might have 100 positive experiences, however, just 1 bad experience might be the difference between a loyalty and your competitor gaining a new customer. Each person in a company’s community is able to make a significant positive or negative impact. Your employees are the representatives of your brand and their actions influence a customer’s experience.
It’s important to make sure the people employed to work in a customer facing roles enjoy interacting with customers. Understanding whether an employee’s job personality fit is essential to ensuring positive interactions with all customers. Your customer service isn’t static, it could be great today but average tomorrow. At a glance, Jago will let you know how happy your customers are, and how likely they are to recommend your business to other people.
3. Bad Customer Service is Expensive
Although it might be hard to calculate the exact cost of bad customer service, it is very well known that it’s expensive. This can be hard to hear in a world where companies are driven by ROI before they decide to invest in an area of their company. The facts are, it is much more expensive to acquire a new customer than to retain an existing one.
Entrepreneurs are diving into the new world of business with the mindset of learning from mistakes. The benefits of good customer service, far outweigh the cost of investing in your staff and ensuring your customers have positive experiences, turning them into brand ambassadors rather than detractors.
Jago provides the perfect opportunity to communicate directly with your customers. We make it seriously simple to ask all of your customers how they rate their experience with you at the best possible time – straight after they have interacted with your business.The experience will be fresh in their minds and they will be more honest as a result. It also means that if they've had a problem you can act on it straight away, so you don't lose a customer or get a negative online review due to poor customer service. Contact Jago and book a free demo today.