Your customer contact
... and customer service
BE AVAILABLE ON EMAIL, SOCIAL MEDIA AND PHONE
TEXT ON YOUR BOOKING PAGE
KEEP REGULAR TRACK OF YOUR REVIEWS
QUESTIONS AND ANSWERS ABOUT CUSTOMER SERVICE…
SOME RULES OF THUMB.......
Quick feedback
Keep the station and equipment in good condition for a positive experience
Listen to the customer and be solution-oriented
Turn a bad experience into a good one
Keep angry discussions out of the public space
be available on email, social media and phone
To keep your customers happy, you need to be active on all the different platforms available for your customers to reach you. It’s a lot to keep track of. Create routines to keep track. A business customer might want to reach you by email. Or a customer has a problem with a lock or booking and urgently needs to reach you by phone. Or a customer looks at your Instagram account to see how to rent a kayak and maybe writes a comment.
Quick feedback is an unbeatable way to keep customers happy. Of course, the contact with the customer should be positive, polite, accurate, solution-oriented and preferably brief.
Think of ….
Quick feedback!
That email communication should always be via your KAYAKOMAT email. Review your settings in your email programme.
text on your booking page
Make sure the text on your booking page on the Kayakomat website is up to date. Here you can give tips on nice paddling trips and landing places for the picnic. Or other things that can be helpful when the customer rents from you.
Keep regular track of your reviews
You can find your reviews on XXXX by going to XXXX. It is important to keep a regular check. It is good to get quick feedback on both positive and negative reviews. You can also quickly find out if, for example, something is missing or not working at your station.
If you receive a negative comment or post on a public page, be careful not to get upset or write an angry message back. The best thing you can do in this situation is to apologise that they felt a certain way and ask them to send you a DM with more information to clarify what happened. You don’t want to create a long conversation with angry comments back and forth where other customers can interfere but take this privately.
If you receive an angry email, it is also important to keep a good tone. Make sure you have received all the information from the customer in order to decide how to deal with it. Some customers will complain for the sake of complaining and about things that you could not have done anything about. In these cases, simply respond by saying that you are sorry they feel this way and that you hope they had a great experience and are welcome back. In cases where the problem is something that we could have prevented, you can look into whether it is relevant to provide some form of compensation or refund.
It is then important to respond in a constructive way.
In cases where the problem is something that we could have prevented / not the customer’s fault, it must be assessed whether it is relevant to provide some form of compensation or refund. Compensation in the form of, for example, free paddles is much more valuable than simply paying back the rent. You get the opportunity to give the customer a positive experience. It should be reasonable in relation to what has happened. It is important that the customer feels satisfied so that they will hopefully come back.
Try to stay calm and don’t go straight into defence mode, it usually only gets worse. Often it is enough to listen and let the customer talk on and when they are done, you can respond. There are different ways to deal with these angry customers and try to put yourself in the customer’s shoes and understand why they are upset. Sometimes the anger may be completely unjustified and you should try to be factual and refer to conditions or similar. If, on the other hand, it is justified, it may be reasonable to provide some form of compensation. The most important thing is always that the customer feels satisfied when you hang up.
