In this modern era, customer service plays a significant role in both acquiring and retaining customers. While this piece of information is true to some extent, there is more to gaining customer trust than merely providing exceptional customer service. Yes, exceptional customer service will certainly help keep customers happy, but not so much build their loyalty.
Based on numerous customer feedbacks, there are 2 most common recurring problems that arise when interacting with a business. The first is unsatisfactory customer service and the second is that the company was not able to deliver the promises they made.
Now, what does it mean that ‘the company was not able to deliver the promises they made’? In most cases, it means companies advertise and promote their products/services through their exceptional customer service, but they cannot deliver on the most basic promises.
For example, a bank or government institution promises an average wait time of 15 minutes when the actual wait time is over 45 minutes. Another example is that a business promises its customers that their issues will be solved within 10 minutes by their customer service officer when in reality, the customer is being passed on to multiple service officers before finally reaching the right service officer who can solve their issues.
3 Steps to Gain Customer Trust
What can businesses do to keep their promises? Here are a few things that can help.
1. Set realistic expectations
Often, businesses set unrealistic goals that are impossible to deliver. Ensure that you can fulfil the promises you make to customers. Be transparent to them about what you can and cannot do.
2. Learn from customer feedback
Customer feedback is a key factor in improving your business since those feedbacks come straight from the source. They may provide you with key insights into what went well, what went wrong, whether what you promised them was delivered, and if not, how you can improve.
Read More: Enhancing Retail Customer Service with Queue Management
3. Train your staff
With the information gathered through customer feedback, you can train and equip your staff with the necessary tools and skills to provide better service and fulfil the promises of the business.
Provide Better Customer Service and Gain Customer Trust with SMARTQUEUE®
SMARTQUEUE® is a Queue Management System that is designed to boost businesses’ customer service and ensure that your business can deliver its service promises and manage customer expectations.
SMARTQUEUE® has various key features, such as Ticketing Kiosk, Virtual Queue, Mobile Concierge, Virtual Caller, Multimedia Display, Real-Time Dashboard Monitoring, and Centralised Reporting. This system also offers additional modules, including SMS Notifications, an Appointment Booking System, and a Customer Feedback Solution.
With SMARTQUEUE®, your business will be able to:
- Set realistic expectations and goals based on data and informatics.
- Gain valuable insights into customer behaviour and preferences from actionable data and customer feedback.
- Optimise staffing levels based on predicted busy periods.
- Offer customers the flexibility to join queues remotely or schedule appointments.
- Provide personalised services based on customer history and preferences.
- Promote transparency by providing your customers with accurate estimated wait times.
Find out more about SMARTQUEUE® here or contact us at info@bss.com.au.
