Not enough emphasis can be put on the importance of having
open, fast and reliable customer communication channels with each and every
individual who purchases your products or services. Any company that makes
their customers feel special will always reap impressive returns. It all lies
in going above and beyond for the consumers and implementing less complex
channels of communication and interaction. Consumers are like ladies, it’s the
little things that count; for instance, being able to thank them for their
longevity, personalizing interactions and using innovative and fast customer
service surveys so as to better their experience. Some companies I know have taken time to
send their esteemed customers hand written letters, not really caring that we
are in a digital era where growth of online presence and integrating social
media as a communication tool is highly stressed on.
Before implementing technology in improvement process of
customer care services, a corporation should have a visionary and inspiring
leader who is a change enthusiast open to new and radical ideas. Having missions and visions that border on values such as integrity will ensure
customer satisfaction levels are optimized. They should also have target scores
and have the urgency to reach and exceed customer relations. All this should be
done with an empowered synergy of employees who are well aware of the power in
good customer relations and the trickling effect that it provides through
compensation.
A crucial area that may be overlooked by many companies is
the process of recruiting and training customer service staff. Not only should
they be trained in responding to different consumer queries, they should also
have a very rich background knowledge about the products and services so as to
provide sufficient guidance to inquirers. Apart from being able to have
the right kind of attitude and patience to deal with different kinds of
customers, mechanisms should be put in place in regards to delegation of
responsibilities so that it will be their duty to follow up and look into
customer relations.
The main reason for the emphasis on human relations and
participation in consumer relations is because consumers are not just simple statistics and figures a company aims to make work in line with targeted profit margins but rather major boosters of the business. Even though at times numbers may add up,
it is crucial to have a competitive advantage against the rest by winning consumers
loyalty.
In the same spirit of technology having solutions for
practically every situation, the power of technology can be harnessed to ensure
that the customers’ needs are met urgently and with the gravity they deserve. The edge that technology offers compared
to human personnel revolves around data management and statistical analysis in
cost effective methods especially in decision making and market automation.
Some of the ways a company can boost interaction include:
- Being present in all major social network sites so that consumers can easily contact them when need be. They should have personnel that are responsive in a fast and assuring manner.
- Offering a valid email address whereby consumers can be able to contact them in case of any inquiries Many companies offer email addresses but when contacted barely respond back. It is important to change this.
- On the company website, it is important to ensure that there is a forum for all customers to actively interact and post questions about the products and services they are using when they have a problem. Other consumers who can help out should be able to contribute to such discussions and so should the administrator of the company’s website.
- Using up to date and sophisticated gathering software for carrying short and fast surveys from customers on the website and through other channels such as email and phone calls.
- It is necessary to ensure all communication avenues are connected so as to keep track of all complaints from consistent consumers who may use different methods of communication. This kind of unification is crucial in deciphering client needs.
· Ensure that the client can access help at any
time they need it by having self-service optimized and ensuring that each of
the processes related to the business is automated as a means of cutting down
on costs and improving efficiency.
P.S: I was particularly inspired to write this because of
the really bad customer care services that Safaricom have. Apart from twitter, it’s
so hard to get any kind of direct contact with any of the agents. I did not
want to rant so hopefully this put the message in a calm and professional tone.
If the problem is persistent, I will have to rant.
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