By Sheryl Mays
As a business owner you use all your resources on acquiring clients, so why aren’t your focused on holding onto them?It’s worth noting that 95 percent of loyal customers spend 67 percent more than first-timers and it costs up to 7 times more to acquire new regulars than by retaining old ones.
Wait Times
Nearly 60 percent of any kind of caller finds being on hold to be a frustrating part of the service experience.I recently rang my phone carrier to inquire about my bill and the wait time to speak with a representative was 10 minutes. In my frustration of the elevator music and the repeated options of how to connect, I hung up.
I called another business and while the wait wasn’t quick, they stated they would call me in less than 10 minutes, if I provided a number. Someone actually valued my minutes!
Self-Service Options
Using my phone carrier situation, prior to calling the company, I went to the self-service option on the website and found myself clicking, seeking, and wondering why it was so complicated. The FAQs didn’t answer my question, the prompts weren’t helpful and I decided to use one of those interminable programs designed to simulate conversation with real-life customers.Chatbots
This automation was created to instantly answer the most frequently asked questions. It’s cost-effective, but they are failing in many instances because they lack empathy and an inability to respond to a customer’s frustration.I realized they are only programmed to assist with certain issues. It didn’t provide a resolution to my issue, nor did it connect me to a human representative leading me to make the dreaded call to support.
Not My Department
When I finally reached a support person—one that has been trained to assist customers with any issue—I shared my reason for calling. Then it happens: “That’s not my department”.While 80 percent of businesses believe they provide superior customer service, only 8 percent of their customers agree.
The best way to ensure your clientele comes back is as simple as good service.
