Marine Dealer Solutions Blog

There is one channel where speed counts the most – Social Media

Posted by Marine Dealer Solutions on Jan 15, 2018 3:15:00 PM

While there has been much to consider with the caution and care of the customer, working closely for quality and never speeding ahead of the process to make sure that customer support is handled efficiently, there is in fact one place where customers expect a speedy response. Think about the overall communications that are sent on social media channels, primarily those like Facebook and Twitter. They are primarily considered to be more of a personal and social form of communication, and the response is an immediate and personal response, not necessarily one that is thoughtful and investigated for the quality of the information at hand. It is important to many social media visitors to at least see the initial response that states there is an answer coming, even if the final one is not received immediately.

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Topics: Tips ideas customer loyalty retaining customers customer trust business trust customer satisfaction customer care Customer service happy customers Customers into Evangelists unhappy customer losing customers improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business empathy customer empathy empathy in customer service speedy service

Speed is not the most important thing in customer support – Empathy is

Posted by Marine Dealer Solutions on Jan 9, 2018 2:15:00 PM

Sometimes we get so caught up in the “do” factor of customer support, that the numbers and statistics become the most important factor. In the same way our customers then turn into people whose feelings and responses are no longer valid. This can be a slippery slope that leaves you and your team wondering why your efforts are generating adverse effects. Rather than having only a rigid protocol for your customer service techs to adhere to, allow some flexibility that is geared towards understanding and caring for the customer’s needs. Empathy is key. When communication is positive and truly supportive, there are better odds of receiving positive customer reviews. As we now know, positive reviews lead to consumer confidence in working with your dealership, increased traffic, and ultimately more revenue.

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Topics: Tips ideas customer loyalty retaining customers customer trust business trust customer satisfaction customer care Customer service happy customers Customers into Evangelists unhappy customer losing customers improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business empathy customer empathy empathy in customer service speedy service

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