Why Honest Customer Service Policies Are Good for Business
The easiest way to deal with difficult customer inquiries is to keep the customer in the dark until you get a satisfactory solution.
In this way, this person will not know what is wrong, you can save face.
Unfortunately, this strategy will backfire.
Customers appreciate when the business is ahead.
They will have a better understanding of what really happens and will be able to manage their expectations appropriately.
By letting customers see your flaws, you show them how much you care.
At the same time, you will also give them reasons to trust your brand.
In addition, being honest with customers is the responsibility of the enterprise.
Charles Koch wrote in his groundbreaking book good profit: \"The role of business is to provide products and services that make people live better ---
Use less resources-
Acts of legality and integrity.
\"If you are not honest with our customer service, you will not act in good faith and will not create in the long run
Long-term value of customers, employees and society.
Here are the real benefits of an honest customer service policy and several notable examples.
In addition to doing the right thing, providing excellent, honest customer service also benefits: First of all, it will bring trust to your customers, who would expect you to solve any of their problems without difficulty.
Secondly, the advantage of word of mouth is that your policy word of mouth will spread rapidly and bring you valuable recommendation and brand recognition.
It will also boost your company\'s morale by building a business environment where your employees can be proud.
Most importantly, honest customer service will improve your bottom line.
Investments in customer happiness often generate greater profits by increasing customer retention rates and providing additional value to customers.
Here are three important examples of companies getting customer service right: Zappos is an online shoe retailer that knows how important customer service is.
It always goes an extra mile, and then-
The day of the order before midnight;
Help customers understand-of-
Inventory items on competitor\'s website; and no-cost, hassle-free returns.
Zappos even make sure it\'s hand
Through the inventory management system, customer service is honest and 99% of the time is accurate.
By incorporating customer service into everything it does, Zappos has been able to build itself into a true online giant.
Related: Why first-class customer service is the key to building an online brand. L.
Bean produces and sells outdoor, travel and camping supplies, including clothes, backpacks, footwear and luggage.
It is known for producing quality goods and supports this reputation with its incredible lifetime guarantee.
While life-long guarantees seem like a gimmick, L. L.
Bean takes this issue very seriously.
It will happily return items of one, five, or even ten years old.
Bean\'s chief marketing officer says he sees this as a huge advantage.
In response to the reporter\'s repeated inquiry from the colleague who returned the backpack, Fuller replied: \"How many times did your colleague talk about the fact that she returned the backpack, LL.
Bean gave her a new one without a doubt?
The value of the guarantee is here.
\"When we first started offering ameris Lipp for luxury mattresses, the biggest problem we faced was overcoming the barriers to selling mattresses online.
Showroom mattresses allow you to test the comfort of the mattress in a matter of minutes, but the website does not allow you to try at all.
We decided to turn this obstacle into an opportunity.
So in order to make sure customers find the mattress that suits them, we offer 100-Sleep test during the day
In the rare case that the client did not find the perfect bed, we worked with a local charity to donate any returned mattresses and help those in need.
We also take further measures of customer satisfaction, including one month-
Any mattress purchased by our shoppers is guaranteed.
Combining this with a long trial, ameris Lipp ensures that every customer is satisfied with his or her purchase.
Related: REI Ditches its lifetime warranty: is it good or bad?
Providing very honest customer service requires complete organization purchasein.
Unless you are supported in sales, marketing, operations, etc, you are not able to provide honest customer service.
If you coordinate your efforts and follow the leadership of the above mentioned companies, you will get your customers excited and increase your profits.