Every business ultimately has the same goal: to provide the best service to their customer base because this is how to keep and grow their business. Business owners also know that having happy customers leads to a successful and thriving business. But what many don’t know is that a customer’s emotions reflect on the level of service they received.
According to CustomerThermometer.com, 14% of customers leave because they are unhappy with a product, 9% leave for a competitor, but the majority – a whopping 68% – say they leave because they are unhappy with the service they received. Customers expect a certain level of service and will move to another company to get the service they believe they deserve. 7 out of 10 consumers say they’ve even spent more money to do business with a company that delivers great service.
So what customer service issues specifically lead so many customers to leave? The #1 reported reason was having to contact the company multiple times for the same reason. Having to continuously report their issue shows a business or employee with a level of disorganization, or dismissal, that is not at a level of service the customer expects. Additionally, customers report frustrations when required to repeat the same information to multiple employees. The reiteration between different employees makes it seem like everyone is not on the same page. Lastly, customers report frustrations with long hold times.
With all the ways customers can feel frustrated and decide to leave a business, what can you do to keep customers engaged in your business? First, make a positive first impression with precise arrival estimates. Equipping vehicles with accurate GPS tracking capabilities helps immensely with providing customers with the current location of their driver and accurate arrival times. Having GPS tracking also allows dispatchers to respond quickly regarding a customer’s question about their driver’s location. This helps limit the long hold times that frustrate so many customers such that they take their business elsewhere. Lastly, companies can improve on service by resolving customer complaints with data backed information. With GPS technology, businesses can utilize reporting features to verify job billing and logged employee hours.