The success of any business depends on excellent customer service. According to research, existing customers are much more likely to purchase your products or services than consumers encountering your brand for the first time. Additionally, most consumers don’t mind paying more if they know that they will also receive better customer service. Here are some reasons why it is important to receive feedback concerning your customer service.
Poor Customer Service Causes Loss of Sales
Inadequate customer service is one of the main reasons that consumers offer for not following through with a purchase. Once they have had a bad customer service experience, most consumers choose to take their business to a competitor. They will also probably spread negative word of mouth by talking about their poor experience with family and friends.
Obtaining Feedback Is Crucial
You may not even be aware of what you are doing wrong if you don’t ask. Surveys are an inexpensive and efficient method of finding out what satisfies your customers and what they feel needs improvement. These surveys can be conducted on your company’s website or Facebook page, by email, by phone, or on paper at your business’s physical location.
Surveys Provide Vital Information
Because customers are often reluctant to complete surveys, keep them short, and ask only for essential information. Checklists are an easy and quick way for people to respond. As an added inducement, you might also consider offering rewards such as prizes or discounts when customers fill out surveys.
Don’t Neglect Survey Follow-Up
You may be able to keep dissatisfied customers if you respond to their negative comments as quickly as possible. Communicate with them directly to talk about their complaints. Avoid anger or a defensive attitude. Instead, apologize if necessary and assure them that you will do what you can to address their concerns. Later, get in touch with them again to find out if their difficulties have been ameliorated.
For more advice on obtaining customer service feedback, contact Whitefish Funding.