As is generally acknowledged in the business world, customer support services is an aspect not to be underestimated if the business owner is interested in keeping customers coming. With one bad review, years of investment on the business’s part can all go down the drain.
Despite this, there are still many instances of businesses with less than ideal customer service practices. It’s important to note these and make sure that it doesn’t happen with your business.
Not heeding comments
It’s one thing to open and read a message, responding by replying and doing something to improve on the concern is another. Heeding a message is probably the most basic thing you can do, which is why it can be considered quite the rude gesture to ignore a message.
Deleting a customer’s complaint thinking “I don’t need your feedback” means not doing your job. Part of being a customer support staff is noting customer concerns, including where they think your business could improve on.
Not only does this make your company stagnant in terms of growth, it also turns customers off knowing that what they say doesn’t matter to your business.
With the staff being just as human as anyone else, some are prone to (and unfortunately bound to) act rashly with negative feedback.
This type of incident can be avoided by firstly getting the right people in the first place, people who know and understand the responsibility of customer support, and secondly, ensuring constant supervision of feedback.
While the role of customer support is primarily to respond to concerns, it pays to be proactive in this area.
Support staff shouldn’t wait for messages to come flooding in before they start taking care of customers, rather, they should actively seek out any trouble their customers might be having. With a lot of these people using social media to indirectly voice out concerns, it wouldn’t be difficult to come across feedback.
In doing this, the staff is not only being better at their job, but making customers feel more valued as well, and what business wouldn’t want that.
Thinking it all has to be in-house
It’s easy to presume that having your support staff be in-house workers is the best option – it’d seem that they’ll be easier to supervise and will more likely be professional.
While in most cases, in-house and outsourced support staff are more or less similarly efficient, outsourced workers are more cost efficient which can be a great help to smaller businesses.
(READ MORE: Why Outsource Online Customer Service)
Looking at it, customer support isn’t really a difficult thing to improve on, and it doesn’t have to be. For smaller businesses, budget doesn’t have to be an issue. Getting the best virtual assistant services in your area could make all the difference when it comes to your company’s reputation, and your reputation could just be what sets you apart from the rest.
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