Not all employees share the same philosophy
The philosophy of your company should always, according to CustomerThink, be customer-based and should revolve around customer satisfaction. This philosophy should then be shared by all parts of the company, not just those that are in touch with clients on daily basis through customer service. Create a unifying, clearly defined corporate philosophy.
The system is too complex
Complexity is often the result of the company wanting to offer their customers all the possibilities without leaving anything out. However, in this case, the less the better. If customers are getting lost in the system, something is wrong.
Absence of a quality CRM system
Every employee that deals with clients should have access to a quality CRM system with a thorough database of all the interactions the client has made with the company. Only then you will be able to offer a personalized, tailor-made solution.
Overwhelming clients with spam
If you're putting together a client database just to overwhelm them with spam, you'll end up with dissatisfied customers. Of course, offering additional products is important, but you must do so sensitively and ideally through a business representative.
Not taking the client's needs into account
Nowadays, personalization isn't just desired, but required in a quality customer service system. If you aren't able to react to a client's requests, especially if they have asked repeatedly, you will definitely fail to engage your customers.
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