Customers should never follow up for solutions. You should do your best always to have an answer. If you don’t have it, go find and call the customer back, before he/she does.
Your customer calls and tells you that he is having a problem with your product or service. He/she has an urgent delivery to make, but he/she depends on your product to make it work. It is very important to make the Customer feel confident that you will solve his/her problem. If you can’t solve, you need to let the Customer know and ideally propose an alternate solution, but if you can you have to let the Customer know as soon as possible. The stress of not knowing whether your problem will be solved or not is one of the worst feeling a Customer can feel. Not knowing whether you are there for them or not can get the Customer to start thinking whether they are partnering or simply counting on the right company. Customers prefer bad news than no news, reason why they will call to follow up. In most cases Customers need to make decisions based on what they will hear from. An upfront honest conversation makes the Customer know that you care, even if you cannot solve their problem. Offering an alternate solution, even if it doesn’t work for the Customer, goes a long way into thinking that you care. Your job is making him feel comfortable and secure that you are going to solve his problem.
An indication that you are not delivering excellent customer service is the fact that your cCustomer is calling you to follow up on the status of his/her problem, and thatit is your job to avoid that. One of the main points of delivering a great customer experience is to make your team understand and empathize (see the empathy on CX Driver) with the cCustomer. ThisIt is the first step to deliver a great experiences. That is why a customer-centric company is so essential, and train your team is a big part of that. Your team must have the ability to solve any problem of the customer as soon as possible and to do so, you must identify the right professional and put him/her inon the right place in the company. The face to face interaction with a Cusomerclient is one thing and: strategyic is another, and so on. The following up is an important part of the delivery and the recovery that we talk about. When you can make a recovery, the customer gets happier than he/she was before the incident or/ the problem that he/she had. The bad experience is not desirable, of course, but it can be is an opportunity to turn the Customer intomake a fan of your company, if you take good care of them and make them feel confident that you got their backs., tThat moment is crucial. The follow up is a vital tool in the delivery and recovery processes. It’s all about the confidence the Customer has and how secure they feel. Pro-active follow up delivers that.
For more information, please take a look at our experience hub. There is a lot of great insights!