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Nothing’s worse than when a situation is more confusing and complicated than it needs to be, especially when it comes to your customer service experience.
Here’s an example: Say you have just purchased a pair of shoes for a sale price. However, when the item is scanned at the counter, the sale price does not come up. The regular price does.
Now, an easy answer to this solution would be for the customer service representative to already know why this is occurring and plug the sales price in without any hassles.
However, in most cases, what happens is another customer service rep is called over the intercom while you wait in line. Ten minutes later, the two customer service reps will question you and often you will be left to return back to the item and find the price tag with the sales price.
By then you are fed up and don’t even want the shoes anymore.
This is not an easy solution and is the perfect example of poor customer service.
Make sure this doesn’t happen to your customers by always providing them with the easiest methods possible.
• When it comes to your contact informative, ensure that your customers know how and where to contact you. Include your email address, your phone number and your business hours on all websites, emails, directories, business cards, flyers and in the store front.
Make sure your customers know that you are there to help them, no matter what.
• Opt for a Toll Free Number for your help desk. Toll free numbers do not collect unwanted costs for your customers. Sometimes customers choose not to call simply because there is no toll free number available.
Give you customer the option of calling Toll Free to make their customer service experience as helpful as possible.
• Offer a Simple Refund Policy. Sometimes a refund is necessary and there is nothing worse than having to jump through hoops in order to return a product.
Ensure this doesn’t happen by providing an efficient refund policy where your customers do not have to prove their purchase with several pieces of documentation.
Instead, keep records of purchases, especially large ones, in a computer system. This will simplify the process for the customers and keep them coming back for more.
• Answer the phone yourself rather than using a large phone service system. Although they may be convenient to you, often times your customers will disagree.
A confusing phone service will leave your customer frustrated and annoyed at the lack of personal care.
Instead try to answer the phone or hire a cheerful receptionist who can effectively transfer the calls without your customers being subjected to the dreaded automated service.
The most important thing to remember is that with a simple and efficient customer service policy comes a loyal customer base.
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