Complex leads to conflict
Answer these 3 questions to see how likely your organization is to strengthen customer relationships and prevent conflicts:
- Are customers sometimes unclear about the process of doing business with you?
- Are there often extra charges or time requirements that surprise customers?
- Do customers contact you to request information that’s already available online?
If you answered yes to any of these questions, the problem is not likely your customers. The problem is your procedures are more complex than they need to be. The solution is not uploading more documents to hard to find web-pages. The real call to action is for you to clarify, and more importantly, simplify. The harder customers have to work to find out what’s really involved in doing business with you, the more distrustful and resentful they will be. Bottom line – a confused customer is a reluctant customer.
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