scenario 1 customers’ expectations not fulfilled
TRANSCRIPT
SCENARIO 1: CUSTOMERS’
EXPECTATIONS NOT FULFILLED
Introduction
In business whether offline or online customer service is
the core defining factor and most concerned area where
everyone trying their best to leave no single possibility to
please their client and many times risk new ideas to give
maximum benefits to the clients and that is what all about.
On the other hand there are sellers that may worry little
about client’s worthiness and following the same trait end
up in a situation.
The Seller & the Customer
90% Seller believes that their customer satisfaction rate is
the highest and their clients are buying from them
repeatedly because of their superior customer services.
Now, do you believe this fact any way? Everybody is a
customer and has felt the good and bad side of the
consumer services at any single or multiple instances of
his/her life.
On the contrary the buyers too feel that sellers time and
again meet their expectation. But wait this is only 1 out of
10. And this is a highly concerned matter if you fall in this
category as a seller.
How often your customers complain? If
they do so do you act promptly?
The actual fact is sellers receive buyers complain on
various subjects like cost, shipping, after sales service,
delivery etc. According to a study 70% buyers complain
occasionally and only 5% buyers do it frequently. Even
though the ratio of frequently complain is less it is still to
be minimized to zero. But, how?
First of all respond them quickly acknowledging them that
you have received their complain and it is forwarded to
concerned department to look into the problem. This will
morally upgrade your credit in client’s mind. 20 out of 100
sellers do this every day and improve their negative
feedbacks.
How often your customers complain? If
they do so do you act promptly?
This particular strategy works every time because 65%
sellers even don’t structure a simple plan to be executed
when they receive a negative comment. Well, this is just a
frustrating situation.
Merely sending an acknowledge mail of receiving a
complain to a buyer will not solve the problem you will
need to actually solve the problem and fetch a positive
comment otherwise you very well know what could
happen.
Conclusion
Keep reading the blog series for the second half. We will try
to disclose some facts on the situation when sellers don’t
fulfill client’s requirements or don’t address their
grievance.
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