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A fast, easy and straightforward booking makes for a great customer experience. A system where customers can make their own booking at their most convenient time and from any location is always most ideal.
This may seem as common knowledge but there are companies that use a system where customers fill out their details in a form and the company makes the necessary bookings. It works fine, but is not the most convenient option for all parties.
Even for self-use and easy-to-use booking software, the human element adds to a better customer experience even in such an automated process. Customer service representative s are a great asset when it comes to follow up after clients make their booking.
Examining the example of a tour and travel company with a great online booking system, the reps will surely come in handy after the booking is finalized. Some clients, due to their busy lifestyles and other commitments may even forget about booking for a trip or tour. The responsibility to send out professional, yet friendly reminders through email, SMS or voice calls falls to the customer service reps. After forgetting the date and missing out on the booked trip, clients have been known to blame the company for complacency and demand for the refund of any payments made. As is well known in the customer service circles, the customer is always right, making it better to prevent such a crisis than having to deal with the retribution over the same later.
Again, the customer care team can show some initiative and be proactive in providing relevant feedback. The trip dates have been confirmed, but what else do the clients need to know? How is the weather going to be like? Should the clients carry heavy or light clothing? What are the exact departure times and expected times of arrival (ETA)? All these questions may help the clients plan better for the trip ahead, summing to a great experience during the planning process and even later during the actual trip.
Successfully booking for a trip is not the end of the planning process. The clients may have some follow up questions that will require the full attention of the customer care representatives of the company.
The tours and travel company scenario is just but an example but the reality remains that every business using booking software for its operations needs to infuse the human element for a more satisfactory customer experience. Automated booking systems are great, but with some human input, everything can run much more smoothly for clients.
Today’s customer conducts extensive research before making an informed buying decision. One of the key areas of interest is the warranty provided by the business. Every potential customer wants to get value for their money, and a guarantee that what they spend on will last and that if the product fails, they can readily reach out to the company for support.
With a great warranty management strategy, the warranty can be mutually beneficial for both buyer and seller in the highlighted aspects.
Improved Customer Confidence
Warranties are a great selling point and can attract new clients. A comprehensive warranty communicates to the customer of the company’s willingness to guarantee its products which will instill confidence in the product and process for the customer.
The conscious customer will pass on the opportunity to buy a product or hire a service from a company simply because it does not provide a warranty. Another company offering the same product quality at the same price, or even slightly higher price will definitely get the customers attention, because that is how powerful a marketing tool warranties are in today’s market place. This surely gives a company a competitive edge in a flooded industry.
A great warranty claims processing experience also improves customer confidence and encourages repeat business. Satisfied customers will also be more willing to refer the company to friends and family, with the confidence that they will have an equally great experience working with the company.
Protection for Both Parties
Clearly spelling out the details on the warranty will protect both buyer and seller when it comes to claim processing. What is covered? What is not? How long is the cover period? Both parties get into a business relationship fully aware of the others’ expectation of them and extent of their legal mutual obligations.
By offering great warranties and implementing an excellent warranty management program, companies like Metro Synthetic Turf and Perth Artificial Grass are fast expanding their client base and working to ensure that customers get the best protection. The period covered in the warranty also affords the company an edge over some competitors in the industry who offer shorter cover periods in their warranty. Clients commit to conducting business with the company with the confidence that the warranty covers many areas including premature wear and product degradation due to poor materials, UV exposure and poor workmanship.
Companies in the competitive artificial grass industry and every other sector stand to benefit greatly from a proper warranty management strategy. The knowledge that the company will provide cover for product failure inspires confidence and loyalty in every company’s greatest asset; the customer.
Businesses with e-commerce platforms, big or small, often find themselves with the challenge of inventory status and stock auto-updating. More often than not, it is a malfunction of the inventory management software, but whatever the cause it presents a great challenge.
Customers may shop around online, going as far as identifying a product they would like to purchase and adding to their shopping cart only to be disappointed at the final stage when checking out. Customer support staff should be equipped to professionally handle this unfortunate scenario, and to the client’s satisfaction.
One way to pacify such a disappointed and probably disgruntled customer is to offer an alternative that is available in stock. The customer care rep can look against the features of the chosen product and find similar products for the client to choose from. Many clients would be willing to go for an alternative after a clear explanation of the value the product adds and why it’s equally suited for a specific application. Customers will appreciate the assistance and depending on how the customer service rep plays out the whole interaction, it can turn out to be a great plus for the business. Finding a perfect substitute with the customer reps assistance also takes away the hassle of having to shop elsewhere for customers.
The customer is always right. And if the customer insists on having that specific product and would not go for an alternative, pressing even further would only injure an already bad situation. In such a case, the best course of action for a customer support team member would be to offer a courteous apology and offer to get in touch with the client once the item is back in stock. Most clients would be unwilling to keep checking back themselves but are quite receptive to the idea of receiving a notification once a particular product is back in stock.
Up to 50% of online shoppers who experience inventory status problems never go back to the site. This can put a stain on sales, not to mention the PR damage that would accompany such customers sharing their experience with others.
Investing in a reliable real-time inventor management system is always great for any business. The reality however, remains that glitches and malfunctions can happen anytime, which calls for a great contingency plan. In such cases, the best contingency plan is a great customer support team that will help cushion the business from any backlash arising from such an eventuality.
True to word, every business is only as strong as its customer base. And that is why ensuring a great customer experience is pivotal to the success of a business. In the construction industry, alongside related companies such as landscaping, painting and other improvement trades, one of the most important keys to retaining and growing the clientele lies in improving communication and enhancing collaborative efforts with the clients.
Clients usually have a picture in mind of what the final project should look like before engaging a contractor. They look forward to the close of the project expecting a finished project that is as close to this picture as is possible. This picture is exactly what the contractor should always keep in mind, right from the moment the project is initiated. It certainly makes perfect sense, does it not?
Most contractors, however, take it upon themselves to decide what should be done and what should not. Given that that the contractor is the party with the technical expertise and experience, the company is under legal obligation to do just that.
How then can contractors strike the balance between the two and ensure a great experience for their clients? Communication is definitely the key. The contractor should always listen and pay attention to the clients’ specific needs for each project. After fully understanding a client’s needs, the contractor can then apply their technical know-how in helping the client get the best of every project.
With candid dialogue and particularly where the contractor pitches ideas and modifications to the original proposition in a polite, easy-to-understand layman fashion, most clients would be open to implementing these changes. Every client wants to be a part of the process, regardless of the scale of the project, big or small. It is a fulfilling experience for the clients when they have an active voice in the project implementation process.
In addition, contractors have found that collaborating closely with clients throughout the project comes in handy in the unfortunate event that something does go wrong. Most clients will be more inclined to accept partial responsibility for anything that fails to meet their standards because they did have a say in the entire process.
While customer relationship management software have taken over, contractors who take a personalized approach to this crucial area by effectively communicating with clients in open dialogues and attaching value to their opinions generally thrive and enjoy a loyal clientele. The client may always be right, but to be able to fully deliver, the contractor must always first understand those needs and inject expertise to add value to ever y project.
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