These days, many companies are putting too much emphasis on positive ROI and ignoring the most important thing that matters to a business — customer relationship. With the influx of homogenous goods and services in the market, customer service has emerged as the real differentiator. A business that wants to thrive today must focus on avoiding poor customer satisfaction and improving the Customer Satisfaction Score (CSat).
In this post, you will learn about five possible reasons for a falling CSat and what you can do about it.
1. Not Treating the Customer with Respect
Customers are the bread and butter of any company. And they must be treated with respect and courtesy, without exceptions. Often, a company does not realize this important fact, and the result harms no one but its own public image and profitability.
Customer service reps should be trained to treat every customer as a VIP. They need to pay attention to resolving each issue faced by the client. If you don’t treat the customers with respect, chances are high that you’ll see poor customer satisfaction — and customers will no longer respect your business.
2. Lack of Effort from Customer Service Team to improve on poor customer satisfaction.
Sometimes the low CSat levels are caused by lack of effort from customer service personnel. There might be many reasons for customer service personnel not making any effort to make customers happy. These include lack of incentives, a stressful work environment, no system to measure results, and lack of customer service training.
Unfortunately, many business owners tend to ignore the problem, and poor customer satisfaction continues to plague the company. It’s important to investigate the bad quality customer service and take concrete measures to improve the service.
3. Not Delivering According to Expectations
Failing to meet the expectation of customers is another reason for poor customer satisfaction and falling CSat levels. This is an issue even with companies that invest heavily in customer service.
The problem arises due to making promises that cannot be met in actuality. Marketing a product using words such as “best in class”, “highest quality”, or “better than the competitors” create a high benchmark. If the product or service of a company does not deliver as advertised, it will result in low CSat levels.
4. Not Being Empathic with Customers
Lack of empathy with customers is yet another reason for low CSat levels. Showing empathy is important when serving customers. If customer service personnel lack empathy, it can lead to poor customer satisfaction and serious issues relating to customer service.
5. Failing to Focus on Customer Experience
Lastly, a falling CSat level can be the result of not focusing on customer experience. It’s essential that you try to focus on the customer experience to avoid poor customer satisfaction.
Implementing technological tools such as live chat services, online knowledge base, and social media interaction are some of the ways to create a positive customer experience. Focusing on this is important to ensure a high level of customer satisfaction.