A Guide to Listening to Your Customers

Your tow truck customers will always have high expectations when interacting with your business. When you don’t meet their expectations, you will opt to look for other alternatives. 82 percent of customers would be willing to switch products or service providers after getting a bad experience from any of your business teams. To avoid losing your customers, it is important you actively listen to your customers, analyze their feedback and correct all issues that might be making them dissatisfied. Listening to customers is not just about hearing their problems. It is not just about picking up the phone and answering. Listening to customers entails connecting with them. It involves paying close attention to their needs and expectations and understanding how you can help them achieve their goals.

There are a lot of reasons why you need to listen to your customers.

Reduces Customer Churn

When it comes to churn, poor customer service is the second biggest reason why customers leave. When customers don’t feel valued during a service interaction, they will be too quick to switch to other providers. 86 percent of customers will even be happy to pay more for another provider, provided they are getting better customer experience. Listening to your customers will help to improve customer loyalty. No matter how great your products or services are, it will never be completely safe from churn. One poor interaction can cause a major customer churn. Listening to customer feedback is the best way to keep pace with customer demands and fulfill their expectations.

Increasing Customer Retention

When your customer service reps listen to customers, service interactions will always be smoother. Reps and customers need to be on the same page to make troubleshooting easy. There is need to avoid friction between these two groups, so as to leave your customers satisfied and happy. Listening to your customers will also help you identify opportunities to upsell and cross sell. Your reps could explain to a customer the benefits of premium plans and how it can solve their problems, and this can convince a customer to upgrade from their lower tiers.

There are different ways to listen to a customer and here are some of the ways to go about it.

Let the customer Speak

You can’t listen to the other person when all of you are both speaking. In order to truly listen, your reps need to remain silent until a customer finishes explaining themselves. Even if they already know the solution, there is no need to interrupt. It is better to wait until a customer is done speaking, and then take turn to give them a solution.  You also need to stay humble and patient. It can be frustrating to work with a customer who is new to your products and services, and has a lot of questions that need answers. They don’t know the basics of technology; they fumble with terminologies yet they expect you understand them. In these instances, it is important as a rep you remain cool and humble and take time to address the issue the best way you can.

 

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