Customer Service: Problems & Solutions

Published: 09th August 2010
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"It takes months to earn a customer. It only takes seconds to lose one."You've probably heard that customer service retention quote many times, but how many businesses adhere to its warnings? Very few when you learn that companies are willing to spend five times more time and money to bring a new customer onboard than to keep a current customer happy.

Customers leave a business and take their loyalty elsewhere for a myriad of reasons. It could be as simple as a small oversight to a lack of basic customer service to outright negligence. No matter the reason, there is virtually no excuse for losing a customer.

Small Oversight
Problem: Your business hours say doors open at 9 a.m. sharp, but you just realized it is now 9:02 a.m.

Solution: Open the doors immediately and apologize for the delay (even if it has only been two minutes).

Lack of Basic Customer Service
Problem: A customer paid for express shipping, but one of their items was out of stock and backordered without notifying the customer.

Solution: Notify the customer immediately upon realization of the backorder. Let the customer decide what the next step will be including cancelling the entire order and refunding their money.

Outright Negligence
Problem: Several customers are standing at a checkout stand for several minutes when they notice two clerks chatting about a television program.

Solution: Always have at least one register manned properly. A person at the register is a customer with money.

Customers rarely make a conscious decision to never return to a business because of price. But, they'll definitely storm out the door with money in hand if you treat them poorly. Adapt to different types of customers. Some aren't sure what they're looking for, while others know exactly what they want before they arrive.

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