Happy Customer: What do customers care most about?

Do you know what customers care the most? Confidence in knowing that their issue is being taken care of. Here at Business

Systems we make a point to ensure our customers know their case is going to be dealt with and that we will not just ignore their call or push them on to another department. One way we achieve this is by keeping them constantly up to date with the case status and answering any of their queries as quickly as possible.

Issues being resolved. It may seem like a given, but the customers need to know that their issue is important and will actually be resolved in one way or another and will not just be abandoned. It doesn’t matter what type of problem they are having. We always do everything we possibly can to resolve it.

With an astonishing customer satisfaction rate, how do you go about consistently delivering on your customer expectations?

Reactiveness. 98% of our calls are answered within 3 rings. This is important because it shows we are willing to deal with their issues immediately and not make them wait.
Proactiveness – We chase the customer and not the other way around! We arrange visits without having the customer chase us for them. We want to make sure our technology is working well and delivering on its promise.

Listening. It is really important to listen to the customer and know what the problem is and what end result they are trying to achieve. Letting them know we care about achieving their desired outcome helps build trust and confidence.

Communication. We keep the customer informed the entire time. From the moment we get the call we ensure the client is fully aware of the steps we are taking to resolve their issue.

What do you find is the biggest challenge when trying to provide astonishing customer service?

Keeping everyone happy, external and internal customers alike! Everyone wants their cases and projects dealt with as soon as possible. So prioritising and juggling becomes a vital skill. Especially when dealing with multiple cases, locations, skill sets and personalities.

 

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