You’re having one of those days where nothing seems to be going your way. Then to top it off, your mobile phone/laptop/car/washing machine suddenly stops working. While trying your best to hold in your frustration, you call the after care number to see if someone there can help you fix your product.
You wait for what seems like hours on hold, but just incase the next person out there has the same problem, you stay on the line. Then when someone finally speaks to you, they are rude, unhelpful and tell you everything you don’t want to hear. Or worse still, all you get is a voice recording.
This is a common cry from end users as we witness the ever increasing number of outsourced call centers, automated voicemails and overall decrease in personal service. These are all efforts that can put an end to customer interaction. It seems as though after sales service has become afterthought, and no longer a priority.
Due to the high volume of calls that companies receive, outsourcing to call centers or automated voicemails are often seen as an easier or more cost efficient way of dealing with this influx. However, whether selling a product or a service, companies need to remember that the customer is their main focus. It may seem difficult or time consuming, but experience has shown that after sales service is a valuable tool in the consumer focused world.
By really taking the time to listen to the customer or asking how you can help could be the one thing that stops them from being angry, disgruntled or just plain exploding on the other end of the line. Just knowing you are considering their feelings is sometimes enough to bring even the hardest of people back from possibly foregoing your product or service forever.
We are all human and as such customer service is an area which will always have room for improvement. However there are some basics that must never be ignored.
Here are 6 simple steps that I have found help to make after sales care a pleasant experience for customers.
1. Act promptly
2. Speak with a smile on your face
3. Show empathy
4. Be ready and eager to help your client
5. Know your company standards/expectations
6. Follow up on any outcomes agreed upon
While working at Fleetcare, I have found that by applying these principles to my everyday work, I am able to get the most out of my interaction with clients. In turn I am able to help them to the best of my ability and clients appreciate the personal service.
Have you had any terrible customer service encounters?
What tips do you have that could make these calls a better experience?
Share your comments with us below!