Experienced companies know the importance of impeccable customer service. High quality customer service is a key driver of customer loyalty and retention, both equally important for your bottom line.
Even if you are just starting out with your business venture, however, it is important to understand some top customer service mistakes and how to avoid them. No matter how long you’ve been in business, it’s vital to take customer service seriously.
Using Outdated Systems
According to a 2013 survey, a mere 34% of small businesses utilize up-to-date technology to manage their customer service. This number means that 66% of business still rely on traditional tools such as sticky notes, notebooks, and loose pieces of paper to track their customer service issues.
If you’re one of these entrepreneurs, there’s a great chance that you’re not providing your customers the high level of service that they deserve. Perhaps you lack an in-house customer service team or the resources to create one.
Fortunately, call centers in Mexico can help solve this problem. They can serve your customers according to the standards you prefer, 24/7. Outsourcing your customer service also gives you access to advanced infrastructure, software, and highly-trained agents that are so necessary to give your business a competitive edge while enhancing customer relations.
Difficulty of Doing Business
The Corporate Executive board released findings that customers who had to exert lots of effort with a company are very likely to be disloyal. For instance, your customer service team might be using English as a primary language when you have clients who are bilingual. This can lead to miscommunication, feelings of dissatisfaction, or worse, losing customers.
That’s why working with a Tijuana call center can help you transcend this challenge. These call centers employ bilingual agents that improve customer service and increase customer satisfaction.
Failure to Follow Up
When so many aspects of your business needs your attention, it can be impossible to keep track of customer issues and follow up on time. However, proactive customer service is necessary to give your customers an excellent experience with your products and services.
Outsourcing customer service to call centers, therefore, ensures that all calls and issues are resolved speedily, and if data is logged so that if a follow-up is necessary, it is done on time and in a satisfactory manner.
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