80% of Companies Believe They Provide Good Customer Service

A recent study found that 80% of companies believe that they provide great customer service….unfortunately, only 8% of their customers believed that they actually provided a superior service.

Is your business one of the few that are actually living up to their promises? If so, then it’s very likely that you’re using social media and a customer relationship management tool to enhance your customer service offerings.

In case you’re not 100% sure, this blog post offers you tips on how you can keep your “superior” customer services top notch.


customer service


1. Be Personable & Social

The moment that consumers have a negative experience with a business, one of the first things they do is make a complaint on Yelp or Google+. If they feel they’ve been cheated, they will want the whole world to know how bad they thought your business was. When this happens, you should already have staff in place that will find these people and try to resolve their problems, professionally. When you do this, you are letting other customers and prospects witness how your business actually takes care of its customers and complaints.


2. Exceed Expectations

Over 55% of consumers don’t expect their complaints or inquiries to be responded to within an hour. What happens if you exceed their expectations? What if you had a social media manager or CRM software that could help you pinpoint the issue and resolve it in 30 minutes or less? It would significantly improve your customer service and exceed your customers’ expectations.


3. Make things convenient

Now a day, customers expect almost real-time complaint resolution and want to be able to communicate with organizations through a wide variety of channels (email, phone, SMS, mail, Web, social media). If a customer complaints to you on Facebook, don’t respond through email or a phone call. Respond on the platform so that the customer used, so all others viewing the complaint will see how you resolved it. Once the complaint has been addressed, offer the customers other ways to get a reach of you if they have any other concerns or questions.


4. Keep a record!

Be sure to record each and every complaint you receive in your CRM system, no matter how small or innocent it may seem. This will give insight into what processes are consistently going wrong in your business. CRM software can help keep things from slipping through the cracks, but in order for it to be effective, the information needs to be collected and analyzed.

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