Triangle Legal Services

Why do I have to leave a 1 star review to finally get good customer service?

Fustrated by Poor Client ServiceI have recently had two instances of poor customer service. One involves a well-known business payment provider that was threatening to cancel my business account because I was supposedly involved in a high-risk financial business. One of my businesses involves providing bookkeeping services to landlords and SMEs in the UK; hardly the most high risk occupation in the world. After a lot of emails back and forth I was finally informed that my appeal was not upheld. Of course, I decided to vent my anger by giving this company a 1 star review on well know review site. within hours I received an email saying they would allow me keep my account and continue to take payments from clients.

This is not good customer service!

Why does it take a 1 star review to get my complaint to be taken seriously? Why didn’t the company call me to discuss the issue so that I could explain exactly what it is I do?

In the world of business, client service stands as a cornerstone of success. It’s the lifeline that connects businesses with our clients, fostering trust, loyalty, and satisfaction. However, instances of poor customer service, like the one I recently experienced with the business payment intermediary, serve as reminders of what not to do. So what is good customer service.

  • Prompt and Respectful Communication: In my case, the initial communication from the business card provider was alarming and accusatory. Good client service begins with respectful and timely communication. Clients should feel valued and understood from the outset.
  • Understanding the Client’s Needs: Misjudging a client’s business as high risk without proper investigation is a prime example of failing to understand the client’s needs. It’s essential to listen attentively, gather relevant information, and tailor solutions accordingly.
  • Efficient Conflict Resolution: Instead of escalating the issue, the business card provider could have resolved it efficiently. Conflict resolution is an art that involves empathy, transparency, and a willingness to find mutually beneficial solutions.
  • Transparency and Accountability: Transparency breeds trust. Businesses should be transparent about their policies, decisions, and actions. Moreover, accountability is key; owning up to mistakes and rectifying them promptly demonstrates integrity and commitment to client satisfaction.
  • Empowerment of Frontline Staff: Frontline staff are the face of the company. Empowering them with the authority and resources to address client concerns fosters a culture of proactive problem-solving and enhances the overall client experience.
  • Continuous Improvement: Learning from mistakes is crucial for growth. Businesses should actively seek feedback, analyse areas for improvement, and adapt their practices accordingly. Continuous improvement is the hallmark of customer-centric organizations.

On a more positive note. At Triangle Legal Services, we pride ourselves on delivering exceptional client service. Our commitment to excellence is reflected in the glowing reviews we receive from satisfied clients.

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Auction property purchase review great client service

At Triangle Legal Services we understand the importance of forging strong relationships with our clients and providing proactive, excellent customer service.

If you are looking for a great conveyancing service at a competitive price, then call us for a no obligation quote

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