There are many ways to lose customers, and it is usually as difficult to win them over as it is easy to lose them. Someone who leaves will probably never come back and tell their friends about their bad experience, so the problem is even bigger. So you have to keep in mind that winning freight forwarders brokers email lists customers is a must, but so is not losing them. Below are five ways to lose a customer , with examples that have happened to me in the last year and that I believe should never be done in SMEs:
1 Have a telephone support system that will drive you crazy
There is nothing worse for a customer who wants to make a complaint or ask for information about a product than a telephone service system that does not work. Honestly, my experience setting up automatic call reception flows to direct them to the appropriate teams tells me that it is very difficult to transform a customer's voice into a satisfactory response from the system, so you need to be on top of the system and constantly improve it, in order to be able to handle calls properly and not generate frustration for customers.
In the case of automated systems, when a person answers the phone, since they are attributed with the intelligence of a human and not that of a "dumb" machine, the level of demand must be even higher. Treating a customer poorly on the telephone channel and not giving them the support they need is the beginning of the end . Nowadays, with many of the services being online, telephone support takes on brutal importance and must be as effective as possible, responding to requests for information and complaints with a good hand, or else the customer will not return. That is what I did last summer, in a car workshop where it is impossible to call to inquire about the condition of your vehicle and, on top of that, they have the bad habit of not meeting the agreed delivery dates.
