Today, customers have higher expectations on the delivery of good and services from small business than ever before. Here are the most common customer experience pain points and tips on how you can fix them.
1. Provision of Inaccurate Info
Regardless of the size of your business, clients expect that you are an expert in your niche. They expect that you will give them accurate information whenever they call your business for advice. Sometimes, the customer service personnel will offer the wrong advice to your clients and this can harm your brand’s reputation. To solve this problem and prevent it from occurring again, you need to create a business culture where the customer service personnel do due diligence before offering solutions to clients. They need to consult with the supervisors or other employees on matters they are unsure of.
2. Customer Service Channels That Are Hard to Navigate
A large percentage of shopper abandonment online occurs because the client feels that they are unable to get a solution for a simple issue they encounter while shopping online. This is normally because the business has put in place hard to navigate customer service channels. The solution to this issue is to have several channels of communication through which clients can quickly get in touch with the business customer service team. For instance, you can include an instant messaging portal or telephone numbers that can be used to reach customer service.
3. Not Listening
One of the most common customer experience pain points is the failure for the customer service team to listen to the client. This can easily escalate a minor situation. To avoid this scenario, you can use different ways to collect information from clients. These methods include filling of information forms. This way, the customer service officer can call back the client with all the necessary information to facilitate a stress-free conversation.
4. Impolite Attitude
Being rude to your clients is one of the easiest ways to hurt your business bottom line. No client wants to come to a business where they are treated rudely. To solve this pain point, every business should designate at least one customer service personnel to handle client calls. This individual needs to be trained on how to handle all types of clients and how to remain calm in hard confrontations with a client. They should also be solution oriented.
5. High Cost of Delivery
If you operate an online business, one factor you need to consider is how to price your delivery services. Some clients may be interested in buying goods or services from you but they find your delivery charges a bit high. If clients are complaining about your delivery charges, you can consider outsourcing the service as this may reduce the cost. There are a lot of delivery business services that can work with small businesses for mutual benefits.
Visit www.seovancouver.ca for more tips on how to deal with customer experience pain points.