How Can You Increase Your Customer Experience
Poor Return Policy
Not every person feels happy with the products they get. In case if you offer a money back guarantee without any questions asked, you need to respect it. Sometimes, products arrive damaged in the mail. E-Commerce business businesses should expect a specific percentage of returns because of carrier woes. Despite the reasons why a customer returns product, you should replace or refund the order without delays. Otherwise, the customer won`t order from you once again. Granted, a company can come with limitations on returns. 90 days would be a more than liberal cutoff time for replacements. It`s unreasonable to give customers too shot of a cutoff time. Set up suitable return policy customers will find worthy and stick with it.
Customers expect their products should keep a decent level of standards. Paying high for low-quality products isn`t worthy. If a product fails customer reviews, possibly you should expel it from the stock. This shows concern for your customer’s security and satisfaction. There are also different concerns. Remain on top of product reviews as they pertain to products in your store, and draw anything that has been reviewed from your stock to send back to the manufacturer. You may also need to alert customers who have purchased that product recently. Even better, use tracking to handle product recalls, discounts, and notifications to customers.
Sometimes, workers and staff can`t move things as quick as the customer wants. If something is out of stock, the customer regularly needs to wait. Employees frequently can`t control when something is out of stock, however one thing they can control is how quickly they react to and serve customers. When under staffing or poor efficiency creates delays, the wait times become inexcusable. Customers won`t excuse them when they see competitors moving quicker.
Look at to what extent it takes to process orders or respond to customers and take action to fix bottlenecks. Success or failure often hinges on the speed of customer service. In the event that the speed of your customer service proves lacking, make enhancements before the business takes a nosedive. Take note of what is causing the slow service and make improvements accordingly. To motivate your staff to speed up, you should think about making some kind of challenge to see who can do things the fastest without sacrificing quality. Obviously, using quality epos system and epos software can enable you to streamline these activities.
Employees and company reps some of the time takes atrocious attitudes towards staff. Rudeness chases off customers more than anything as patrons don`t like to feel disrespected and overlooked. Pull aside staff with bad attitudes and instruct them to shape up. Businesses can`t afford to suffer the outcomes of an ignorant staff activity. If bad attitudes among your staff are a regular issue, you may need to have a meeting with your staff to prepare them on better customer service statistics. Sometimes, bad attitudes stem from one toxic staff, which spread their negative feeling among other employees. If so, treat the issue at its source. Talk with the one staff about their conduct and check whether that clears up the issue. If the worker keeps on continue he bad attitude, you may need to consider terminating them for your company.
Despite what`s causing it, bad customer service is something that should be taken a looked at and taken care quickly. By doing so you can help the reputation of the company and once you identify the issue and solve it, your improved customer service will bring more happy customers to your store.