Reasons why you might be getting bad customer reviews

Reasons why you might be getting bad customer reviews Every organization dreams of getting superb reviews from their customers, but unfortunately getting good reviews is not as easy as it sounds. Pleasing customers is in fact the hardest thing to do, especially when you have a vast array of visitors with different needs and requirements.

No matter what you do, and how good you think your service is, your customers will always find a reason to dislike you. Therefore, maintaining a good customer service which appeases all your customers is definitely hard. But, since your company badly relies on it, you must focus on maintaining the quality of your service. So, if you have got negative reviews for your customer service, here are some reasons for that: Your service is slow Speed is very important in the world of customer service. Customers of today are impatient and irritable and want you to be there whenever they need you - especially on an online medium. In a study by LiveAdmins速, a company providing live chat service in UAE and many other parts of the world, it was shown that the first thing customer sees in a service is how fast it is. Speed, they think, is the most important metric of a good customer service.

You do not have multiple channels As said above, the customers of today are more demanding than ever therefore, having only one or two channels of communication is a huge mistake. Ideally you should have a live chat support along with telephone and a fast acting email service. You should also provide them with an SMS service. In short you must have multiple channels of communication so it gets easy for customers to connect with you.

Your operators are not well trained Your operators are the backbone of your customer service. It is their performance that determines how happy your customers will be with you. But, their performance depends on how well you train them. All your operators - whether they are telephone operators or live chat software agents, should given an advanced training. They should have apt product knowledge and must be competent enough to deal with all kinds of customers.

You do not understand your market well Understanding the needs of your market is extremely important and every marketing strategy you make should be based on what your market needs. You must also segment your customers and deal with each kind according to their market. Keeping a record of what your customers need, you must devise a customer service strategy accordingly.