Customer Service Problem-Solving Techniques to Improve Your Sales

Lesser Conversions and Loss of Customers

Inefficient solving of customers’ problems, slow response times, and frequent negative experiences make prospects less likely to become customers and make current customers less likely to stay loyal.
“53% of customers are likely to stop buying from a brand after a poor customer service experience.” – source

• Dip in Customer Lifetime Value (CLV)

Companies that consistently provide bad customer service eventually fail. Customers today have so many options that when they have a negative service experience, they will go to a competitor. 
It’s widely known that one-time customers are expensive, whereas recurring customers bring a steady source of income. 
Customer lifetime value is a measure that is computed by adding up all of a customer’s revenue over the course of their engagement with a company. 
You can increase the lifetime value of your customers by delivering outstanding service. This means you can make more revenue by spending less money on customer acquisition.
 

Steps of Customer Service Problem-Solving

Here is a 5-step process for customer service problem-solving and troubleshooting when you come across a customer issue.

1. Ask, Ask and Ask

Ask the proper questions to learn what is upsetting your customer. You won’t be able to remedy your customer’s problem if you can’t place it. 
For example, ask questions such as, 
“Have you been dealing with this issue for a long time?”
Asking relevant questions will help you identify customer needs while also assisting you in determining an appropriate solution.

2. Identify the Problem

After having a question session with your customer to discuss their pain areas, you can restate or explain the situation as you have come to terms with it. 
You must describe the problem precisely and do so from the customer’s perspective. Get the customer’s approval that you’ve grasped the problem.
Before you move on to the next phase, ask whether there is anything else that is bothering them.

3. Formulate Solutions 

After a thorough examination of the problem, develop various solutions and present the best solution to the customer or prospect. 
Your solution must be focused on the specific problem, and not ambiguous.

4. Deliver the Solution

Deliver the solution as promised. Take advantage of these opportunities to strengthen your customer relationships and demonstrate that you are worthy of their trust.

5. Follow up with Customers

It’s critical to check in with your customers to see how they feel about the solution and confirm that the issue has been fixed. This step demonstrates to customers that your organization values customer service and is committed to providing a better customer experience.
It’s important to ask some of these challenging questions when checking in with present customers in the hopes of upselling, cross-selling, or renewing their contracts. 
“How satisfied are you with our product on a scale of one to ten?”
“How did you come up with that score?”
“What is it about our product/service that you enjoy?”
“Do you think you’ve experienced excellent customer service?”
This will keep you from overlooking warning signs that they’re dissatisfied and might begin to consider switching to a competitor.
In an era where ‘Customer is King”, happy customers are the secret to growth. As a result, customer satisfaction is a direct reflection of the effectiveness of your service team.
“The probability of selling to an existing, happy customer is up to 14 times higher than the probability of selling to a new customer, according to Marketing Metrics” –source
To improve customer experience and increase cross-selling and upselling opportunities, forward-thinking companies link their sales and customer service teams.