Do you know what your customers say about your company? Would they recommend your products and services to a friend? If your customers were to score your company today on a scale from 1 to 10, what would your score be?
Part of running a successful business requires you to overlook your own bias about your service and products and listen to the opinions of your customers. It’s important to note that your perception of your customer service is most likely very different from your customers’ true perception. It’s natural for you to have a bias; after all, it is your company, and you always strive to do well! Unfortunately, this bias has caused many great businesses to overlook crucial customer service mistakes and eventually jeopardize their businesses.
Multiple studies and reports have unveiled a stark contrast between how a company says it treats its customers and how it actually treats them. This dichotomy has contributed to the growing tension and frustration felt by customers around the world, and if you are going to win your customers over, you will need to address it.
The Key to Finding the Source of Customer Frustrations
The main source of contention between manufacturers, distributors and their customers is one of a personal nature. When a customer calls to place an order or check on the progress of a previously ordered item, they want to be known. They do not want to have to answer the same questions about their recent purchases every time they call; they want to talk to someone who knows their history and who can help solve their problem quickly and efficiently.
Unfortunately, many of today’s companies serve hundreds upon thousands of customers each year and remembering the details of each and every one of them is impossible. Even with the best of intentions, the most successful sales reps and customer service agents cannot remember every detail about every customer and situation. This is where mobile sales applications come into the picture.
Sage 100 Mobile Sales Offers More Personalized Customer Service – and Better Service Scores
Mobile customer relationship management (CRM) and sales tools can help you deliver a more personalized customer experience so your customers keep coming back for more. With our Sage 100 mobile sales solution, you can complete orders in the sales field, enter important customer information into your Sage ERP system, and capture payments seamlessly. The information is transferred instantly to Sage 100 ERP, providing the warehouse and customer service departments with the information they need to do their job well.