What's your strategy for handling customer service risks?

1 Risk 1: Unmet expectations

One of the main sources of customer frustration and dissatisfaction is when your product or service does not meet their expectations. This can happen due to miscommunication, inaccurate information, or unrealistic promises. To avoid this risk, you need to set clear and realistic expectations with your customers from the start, and deliver on them consistently. You can use a proactive customer service model, which involves anticipating and addressing customer needs before they arise, and providing relevant and timely information and guidance. For example, you can send confirmation emails, follow-up messages, FAQs, tutorials, or feedback surveys to keep your customers informed and engaged.

2 Risk 2: Unresolved issues

Another common customer service risk is when your customers encounter problems or issues with your product or service, and they are not resolved quickly and effectively. This can lead to frustration, anger, or distrust, and ultimately, churn or negative word-of-mouth. To prevent this risk, you need to provide responsive and empathetic customer service, and ensure that your customers' issues are resolved to their satisfaction. You can use a reactive customer service model, which involves responding to customer inquiries, complaints, or feedback as soon as possible, and providing solutions or alternatives. For example, you can offer multiple channels of communication, such as phone, email, chat, or social media, and train your agents to handle different situations and emotions.

3 Risk 3: Unhappy employees

A less obvious but equally important customer service risk is when your employees are unhappy, stressed, or burned out. This can affect their performance, motivation, and attitude, and ultimately, the quality of service they provide to your customers. To reduce this risk, you need to create a positive and supportive work environment for your employees, and ensure that they have the resources, skills, and incentives to do their job well. You can use a collaborative customer service model, which involves empowering your employees to work together, share knowledge, and make decisions. For example, you can provide regular training, feedback, and recognition, and encourage teamwork, communication, and innovation.

4 Risk 4: Uncompetitive advantage

The final customer service risk is when your competitors offer better or more value to your customers than you do. This can erode your market share, profitability, and reputation, and make your customers switch or look elsewhere. To overcome this risk, you need to differentiate yourself from your competitors, and offer unique or superior value to your customers. You can use a personalized customer service model, which involves tailoring your service to your customers' preferences, needs, and behaviors. For example, you can segment your customers based on various criteria, such as demographics, purchase history, or feedback, and offer customized solutions, recommendations, or rewards.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?