We are continuing the “sales in the times of the pandemic” series.
You have a great product. Your marketing department does a good job and cares about the image and brand recognition. Unfortunately, bugs and product defects do occur from time to time. When that happens, customer service comes to the rescue!
It is the customer service department that stands on the front line when the reality differs from the expectations of your customers. It is up to them whether the client will come out of this interaction satisfied and, as a result, will stay with your company.
“52% of consumers are likely to switch brands if a company doesn’t make an effort to personalize communications“Source: link
It’s a lot.
Once something is “screwed up” you have to fix it quickly, painlessly and with empathy. Customer service employees know it best. While it can sometimes be costly to act to meet a customer’s needs, it’s worth it anyway! From a purely economic point of view, it is easier to retain an existing customer than to acquire a new one. Once you spend money on marketing and sales, it can be gone forever, if your customer will leave you for your competition.
You might think, “What the hell? Who’s going to want to go looking for a new supplier?” And here you may be surprised:
“70% of consumers say technology has made it easier than ever to take their business elsewhere“Source: link
If we don’t care about our clients and let them feel this way, they will leave. Worse, they will tell it their family and friends. And this can cause a real avalanche that becomes very expensive to stop.
It is better to take care of your clients’ needs and try to understand their individual needs when there is still time.
I will give you a personal example of a treatment that I liked very much. The purchase took place on the website of a well-known jeans brand. I ordered pants. At the time of placing the order, I have already learned that the waiting time for the order may be longer due to the large number of orders. I took note of it and waited patiently. However, the time was significantly longer – about a week. When the package finally arrived, it turned out that the package contained completely different pants! Not only the wash, but also the size completely did not match. I immediately contacted the customer service via chat on their website. I would like to add that the chat was very easy to find. While waiting nervously for the connection with the consultant, I was already making a whole series of sentences in my head: “why so long ?!”, “how could you be soo wrong?”
I was surprised by the warm welcome and the consultant’s attempt to understand my problem. She apologized, said she understood my frustration and would take care of me right away. I gave the order number, then I was informed that they are sending a new package at their own expense, and the order will be sent right away with no additional cost.
Honestly, I remember saying to my fiancée that I would never buy pants from them like this again. “I’ll go to the store, choose pants and at least be sure.” Meanwhile, the lady from the customer service department made me quickly forget about the all bad and their mistake. She won me over again!
This is what I mean by “good customer service”. The help provided was professional, quick and most importantly – I had the impression that the Lady is really trying to help me.
For those of you who are not from Poland – it is a little bit different here than in the US. Shame to say, but I would not expect the same quality of service here in Poland. We still have a lot of work to be done!
The brand mentioned is Levis. Levis uses Salesforce. The entire customer service department is based on Salesforce. I have had contact with something I work with but this time as an end user and I must say that I am really satisfied!
As an official Salesforce partner, we would be even more happy to show you how to build a strong customer service department based on proven, advanced CRM technology from Salesforce.
Grow with Salesforce!
- What is CRM?
- What is Salesforce?
- Basic Salesforce functionalities
- The better way of presenting the data
- CRM? Start with Essentails!
- Grow with the Essentials
- The client won’t wait
- Be mobile!
ME PL Solution Team