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.