Customer service is the core of every business and even though it has the power to turn your regular customers into loyal ones, it can also really cause your business great damage but only if you have hired unskilled customer service reps!
What follows are the side effects of hiring poor customer service and how you can fix the damage.
1- Damaging Your Company’s Reputation
We live in the era of social media, where every word and every review can spread quickly. If your business keeps receiving negative feedback and reviews, this can really damage the reputation of your business.
Keep in mind that customers might be too quick to judge and vent on social media, but you still need to take control as fast as possible.
This makes dealing with customers a critical job. You need someone who’s good with words, who can rightfully put their thoughts into words.
If you already have negative feedback piling up, then you need to respond publicly to these unpleasant reviews.
If you really are at fault, then own up to your mistake and accept responsibility. Try solving the issue by offering an incentive, so that you don’t permanently lose that customer.
2- Late Response Kills Conversion
Customer service representatives have a reputation of having a slow response or not getting back to customers about an issue.
First impressions are everything and having to wait on hold forever will really kill your chances for having the customer shift to your brand.
In order to resolve this issue, you need to implement a CRM system for your team to use immediately.
CRM stands for customer relationship management, and it’s a technology used to manage your company’s interaction with new and current customers.
3- Pushing Your Best Employees to Quit
Bad customer service means your best employees will have to repair the damage themselves, this will lead to dissatisfaction that can make you lose your best employees.
Repair the damage by constantly praising the work of your good employees and offering them incentives.
Now that you got an idea of what bad customer service can cause, you can avoid this altogether by hiring the right people in the first place!
What you need is a team of excellent and reliable representatives, those who understand the needs of every customer.
Those with fast response rates, who will guarantee customer satisfaction and thus, spread a good word of mouth about your company.
What you need is what we have! So if you believe you need to rethink the structure of your team, let’s talk!