Any business strives to create the perfect customer service experience for people who believe in what they provide. They go out of their way to make the customer’s experience with their business a positive and remarkable experience that would make them come back for repeat transaction and better, spread good word of mouth to other consumers looking for the same services they received from a business.
Whether you’re a business that relies on connecting with your customers through telephone calls, email, or social media platforms, it’s essential to keep in mind that the creation of a positive customer experience is the bread and butter of satisfying your patrons.
Why is it important to debunk customer satisfaction myths?
For your business’ view customer satisfaction, it’s easy to give in to consumer demands that aren’t justifiable to provide them the best service possible.
When done sporadically, it won’t affect your business and its operations, but as more consumers reach out to get the same treatment, that’s when things go sour.
For example, a customer calls in to complain about a damaged product with the intent to get a replacement, but your business’ warranty management technology tells their claims have expired, and they’re not eligible for a replacement. You’re now torn between meeting the unjustified demand prevent escalation.
To provide the best experience to all customers without putting established operational models at risk, it’s important to keep in mind that providing a positive customer experience can’t be done without a fair trade. Customers need to know what they can and can’t demand, and businesses should know what they can provide and what they can’t. This fair trade will create an understanding between the two sides that will prevent problems that can put the business’ image at risk.
With so many established rules and norms about customer service, customers tend to overstep their right as consumers, and businesses tend to do the same as entities that provide products and services.
Fortunately, it’s never too late to correct the misconceptions customers and businesses have about customer satisfaction.
Here are the two myths that we’ll debunk for you:
1. Fixing incessant complaints should be a priority.
Businesses most certainly think that fixing customer complaints that are incessant and frequently raised should be prioritized and addressed, even if the solution is to give in to a demand that isn’t fair or justifiable on their side.
They spend a good amount of time trying to resolve such complaints hoping they can turn the constantly unsatisfied customer into a fan of their business. Doing this makes them forget to prioritize other customer concerns that are just as important.
Fixating on a problem that only accounts for less than a good percentage of consumer opinions due to the fear that it’s going to be bad for the business aren’t practical. The solution would be to perceive the incessant complaint as something related to the customer’s preferences. Fix it if it’s fixable without undermining company policies and policies. The last thing you want is for a stream of similar complaints to come in, with solutions dependent on going against established company rules.
2. The employees are the experience.
The thing about this myth is that it says that if a customer has a good experience with your business’ employee, the positive feelings from the experience will extend to the business’ reputation which earns the customer’s trust.
In part, that’s true. But a customer’s experience isn’t entirely on how they transact with your employees. Their experience is influenced by other factors such as the quality of your products and services, how you address issues related to what you sell, and many others.
Assuming that your employees have the power to make and break your business would put a lot of pressure on their backs and turn your operations into something that’s prioritized behind soft and selling skills.
Investing in your employee’s abilities is a good thing to do as an employer, but along with training them to be better, you should also pay the same, or more, attention to your business’ products, managing customer expectations, and making sure your brand’s face is as good as your employees’ when they’re connecting with your customers.
Your investment in equipment that helps provide positive customer experiences should also be a priority. A business doesn’t operate relying solely on how good its employees are at talking with customers.
Each customer has a set of beliefs when it comes to what they can demand from businesses. Those beliefs are due in part to businesses themselves, who set the expectations. That’s why it’s important to be precise about you can provide post-transaction.