ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel
  • »
  • Business and Employment»
  • Customer Service & Satisfaction

Building Amazing Customer Service by Dealing With Problems

Updated on April 1, 2015
The way you deal with customer problems will help to define the service you provide and build trust with your customers
The way you deal with customer problems will help to define the service you provide and build trust with your customers | Source

Part of any business is dealing with the inevitable questions, issues and problems that your customers are going to have. It’s when that happens that your customer service and support really needs to count.

Customers that are treated well will have a favorable impression of your products and services and can become great advocates for your business. This article explores the areas that you need to focus on when a customer has an issue so that you can deal with it quickly and effectively.

The benefits of delivering great customer service are:

  • Increases trust with your customers

  • Keeps your customers happy

  • Gives you the satisfaction of running a responsible business

  • Means customers are more likely to buy from you again

  • Creates good word of mouth

The steps to follow to deliver great customer service are:

  • Get all of the necessary information from your customer

  • Communicate with your customer

  • Fix the problem quickly and effectively

  • Check that the issue is resolved

  • Learn from the issue

Get all of the necessary information to diagnose and fix the problem

When a customer contacts you, it’s vital that you gather all of the necessary information at that first point of contact so that you can assist them. You can do this through several channels including:

  • A web form that’s designed to capture all of the relevant data from your customer

  • A support number that's answered by a person, not a machine

  • A help desk or ticketing system that lets your customer enter and track their issues

Information that you’ll want to gather includes:

  • Their name and contact details (phone, email address etc.)

  • Their customer reference or account details

  • What service or product is at fault

  • What, specifically the issue is

  • Whether they have already tried anything

  • When the issue began

  • How it is impacting them

  • What they need you to do

Communicate with your customer and keep them informed

One of the most frustrating things for a customer with an issue is a lack of communication about what is being done to resolve the problem. Customers will appreciate you spending the time to let them know what is happening; this could include:

  • Acknowledging the problem to begin with

  • Apologizing for how the incident is impacting on them

  • Letting them know how long they may have to wait for a fix

  • Giving them a way to track progress on their issue

  • Gathering any further information to help you resolve things

  • Providing other communication on progress as necessary

  • Meeting your commitments and promises

Fix the problem quickly and effectively

Once you have all of the information you need, you should fix the problem as quickly and effectively as you can. Depending on the specific nature of the issue, this could include one or more of the following:

  • Addressing the specific problem that your customer has

  • Using a knowledge base of fixes to solve the problem

  • Recalling the product if it is faulty

  • Involving other people as necessary to create a solution

  • Making technical or process changes to fix things

  • Creating and delivering code fixes to resolve a service issue

  • Dealing with personnel problems

  • Testing a solution to make sure that it works

  • Creating and delivering a workaround whilst you work on a longer term solution

Check that the issue is resolved

Once you believe that you have fixed the problem, follow up with your customer to make sure that it is fixed to their satisfaction. If its not, find out exactly what it is that they need and continue to make fixes until they are happy.

Learn from the Problem

Once everything is resolved, examine the issue again to find out if there is anything you can learn from it:

  • What was the root cause of the issue in the first place?

  • Can you make changes to prevent the root cause from happening again?

  • Could you have foreseen this issue?

  • Is this something you can prevent happening again in future?

  • Should you amend your website?

  • Do you need to make any short or long term changes to your services or products?

  • Should you amend your product or service guides?

  • Do you need to change your support processes?

You can then get a longer term action plan in place to help prevent similar incidents from happening again in future.

In closing

Following these steps can help you strengthen the reputation of your business and build trust with your customers. This can result in them recommending you and being advocates that can drive more people your way.


    0 of 8192 characters used
    Post Comment

    No comments yet.