When you are trying to improve customer experience, you have to embrace the fact that as a business owner – you’re always wrong. You will face overly demanding customers and you’ll probably end up being yelled at because your customer support was slow, downright bad or poor. Sometimes, these judgments are too unfair but that’s reality.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
While there are customers who have longer patience and would try to understand technical issues, there are a few who don’t and chances are it will always be your fault. To enhance customer experience, you have to learn more about the “blame” behavior of customers. In reality, we live in a world where blame is somewhat predictable but in business all fingers are pointed at you especially when something goes wrong. This mentality is sometimes hard to grasp and unreasonable at most – but this is deep-rooted since time immemorial.
Because of it, customer experience can be challenging to improve. Customers get mad at you for something that they did but could not admit because it’s their right to do so. You can’t simply tell them that they did not read the manual carefully before operating the product. They will accuse you of being rude and at the end of it all – you’ll end up with bad publicity. To achieve better customer experience, you have to accept the fact that in business – the customers are always right and you’re wrong.
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