In an ever-growing marketplace, almost every company competes with at least one other business. You might sell similar products to your competitors, but it’s possible to stand out from the crowd with stellar customerservice. Some businesses, however, don’t prioritize customer service. Their concentration is on profits and product movement. Customer service is a critical part of managing a company, and there are several warning signs that tell you it’s in serious jeopardy.
- Poorly Trained Employees
When a customer walks into a business, they communicate mostly with the floor staff. These individuals might include sales representatives, cashiers and office workers. Each one of these employees reflects the business’s professionalism. If employees are poorly trained, customer service will suffer. Employees need proper training so that they can answer any questions about product or policy at a moment’s notice. Workers who appear lost or confused when asked a question will only frustrate customers who simply need a basic answer.
- Mostly Negative Online Reviews
When a business encourages participation in excellent customer service training, the results are often seen in online reviews. Nearly every established business has a review online. Customers will describe both good and bad scenarios that have occurred with company representatives. Excellent customer service skills are celebrated in these reviews, and they only encourage other people to shop with the stellar company. When excellent customer service training is lacking, a review to that effect will be permanently etched into the online world.
- Frustrated Clients on Phone or in Showroom
Companies providing excellent customer service practices will usually have happy customers in the showroom or on the phone. Clients will already be frustrated with a company if the service is poor before they even enter the showroom, however. When most of your clients approach you with negativity, it’s time to look at the current state of your customer-service practices. A simple greeting or sympathetic gesture may be all that’s necessary for that negativity to turn into a positive experience.
- Defensive Corporate Managers
The culture of a business is often dictated by the owner or executives. If top-level executives blame customers for poor sales, the real culprit is an internal problem. In fact, customer service should be to blame for low profits or poor reputations. Customers are merely reacting to a corporate culture that doesn’t fulfill their needs. They’ll simply find another business to satisfy their product or service issues. Managers need to look into excellent customer service training courses in order to improve the company’s reputation.
- Little or No Referrals
Another warning sign that your customer service isn’t up to par is few referrals. Vendors and customers alike are constantly referring colleagues and loved ones to companies with excellent customer service skills. When you’re treated well, it’s only natural to help out the company with more business so that it’s there when you need a product or service again. If you don’t have many referrals, it’s time to evaluate why that’s the case. People who’re treated inappropriately cannot recommend such a company to other customers.
- Majority of Single-Sale Transactions
You’ve probably seen those mom-and-pop stores with loyal customers walking in the door each day. They’re providing excellent customer service when people simply return to their facility for more goods. Take a look at your customer base. When you notice that most people are new faces each day, you might be happy about this fact. New faces mean that fresh customers are exploring your brand. However, you want repeat customers mixed into this group too. Repeat customers mean that you’re treating them right with great customer service and quality products.
- High-Turnover Rates
Poor customer service also affects your employees’ happiness. If your company seems to have a high-turnover rate, you need to pinpoint the reasons for the departures. Training limitations, compensation issues and other concerns can cause employees to look for other jobs. When employees are happy and well trained, they extend this courtesy to your customers and vice versa. Employees who remain with a company for a long time can represent the brand with pride as customer-service skills flourish.
Providing excellent customer service requires some training on the part of the executives and managers. Taking a class on service courtesies is a smart place to start for any company. These classes usually have refresher courses that allow everyone to recall the core concepts while building new pathways with clients. Striving for excellent customer service skills will only move a business ahead in the marketplace.