3. Visit your company’s website.
Take time to review your customer service experience. How often do you view your company website (as a customer)? Have you reviewed your website’s user experience — attempted to make a purchase?
Did you receive an order confirmation after your purchase along with an anticipated delivery date? Did you receive a follow-up email providing tracking information? Are products and services easy to locate on your website; is your web content up-to-date? Are all of your hyperlinks fully functional?
If your website offers live chat is the “conversation” tone friendly and upbeat? Does the chat operator quickly address your questions?
Whatever you experience, your customer is experiencing the same.
4. File a customer complaint.
Can customers easily file a complaint with your company? If so, can they easily submit their concerns via your toll-free number, website, email or live chat? Keep in mind, if you don’t provide an outlet for your customers to express their frustrations, they’ll find another place to vent.
Take your support or help desk for a test drive. How long does it take for your customer complaint to be acknowledged? What type of follow-up questions does your team ask? What steps are taken to resolve your complaint and how long does it take?
Remember, it’s important to know what your customer experiences when interacting with your company. To get their perspective and improve your business, put yourself in your customer’s shoes.
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Photo: J Lindeberg
Speaker, author and consultant Errol Allen is the founder and CEO of Errol Allen Consulting, a Houston, Texas based company that provides customer service training, customer service strategy development and supervisor/management training. He utilizes his 25 years of hands-on experience in assisting his clients in creating customer focused organizations.
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