Chapter 3 – Ways to Improve Customer Service

Chargeback Prevention: Customers Want to Be Heard

We have all been in a situation where we have had to deal with a customer support team. Sometimes we have a pleasant experience, but other times we are made more irritated.. When customers are upset with your service and start demanding a refund, this can cost you. From bad reviews to an increase in chargebacks, upset customers need to be handled with care. One of the best ways to alleviate the frustration of unhappy customers is to provide outstanding customer service – but for many, that’s easier said than done. Here are just a few ways you can improve upon your customer service to maintain customer satisfaction and loyalty:

Being Readily Available

Whenever a customer is upset, they prefer to hear back from you as quickly as possible. The faster an issue gets resolved, the less likely the customer is to request a refund, lash out via social media, or any other action that could cost you your business. Make sure your phone number or alternate method of reaching customer support, such as an email, is easily visible to customers. If the only phone number you have to contact your customer service center is in a dark, dusty corner of your website, you may want to think again.

For all inquiries made through an online portal, make sure you have a system in place that will send an automated email to the customer to inform them that you have received their message and that someone will be in touch with them shortly. It’s best to give a time frame so your customer knows what to expect. This way they can have peace of mind knowing that you do care and are working to take care of their issue.

Professional & Prompt Customer Support

Answering calls is an important tool, and while that may sound obvious, many businesses still let their phones ring with no end in sight. Telephone communication is an essential form of customer service. Having a support team that is readily available to answer calls can greatly diminish any grievances a customer may have, especially if their cries for help are going unanswered.

Similar to phone support, customers may turn to social media to express their complaints or see the help of customer service. Make sure you are frequently checking all social media accounts for customer posts, reviews, messages, and more! Customers want to feel like their concerns are being addressed and when they go unacknowledged, that’s when the chargebacks come in.

If you’d like to know more about ways to improve your business’s customer service to avoid frequent chargebacks, give Electronic Money Company a call today! We look forward to hearing more about your business and needs.