The prevalence of transportation operators over the past decade is spreading wider and wider. More businesses are popping up and a key differentiator of your business can be your customer location.
Regardless of whether your business has a brick-and-mortar location where customers come in or it's strictly online, it’s important to have a customer service system in place.
There are many stories of companies going above and beyond for their customers. For example, one Zappos agent flew across the country to hand deliver a package to ensure it wouldn't get lost. But often it's the small action that make customers happy, and in today's world they happen online.
So the most important aspect is that you have a way for customers to interact with you online, without having to call you. The Moovs software allows this through text messages directly in the system or a chat window on your website that Moovs built.
Don't get this wrong some customers or some issues are still best dealt with over a phone call, but you can save a lot of time by moving things online.
The benefit of customer service is that you have the customer interacting with you directly. Now, you can use this moment to create the customer experience that will blow the customer away. For example you can ask for feedback or improvements directly on the phone with easy questions like "how can we make our service even better?".
In addition, if you realize the customer is happy make sure to use this opportunity by asking for review across platforms like Yelp, Facebook etc. or even asking for referral. If you have more questions about referrals feel free to visit our previous blog.
It happens, either you made a mistake or they did, but either way the customer is angry. You may even have been an angry customer yourself in the past. The best way to deal with these customers is show empathy and understanding, it's not about being right or wrong.
It happens, either you made a mistake or they did, but either way the customer is angry. You may even have been an angry customer yourself in the past. The best way to deal with these customers is show empathy and understanding, it's not about being right or wrong.
Lastly, don't take it personal and get into nasty fight with customers, it's never worth it.
Another part of running a transportation business is refunds or partial refunds to customers. Let's face it, we make mistakes and at times have to provide refunds. What we learned here is that you should have fair clear policy that customers understand. If a refund is a clear case, provide it immediately.
Another part of running a transportation business is refunds or partial refunds to customers. Let's face it, we make mistakes and at times have to provide refunds. What we learned here is that you should have fair clear policy that customers understand. If a refund is a clear case, provide it immediately.
Customer service is also a lot of busy work. Moovs makes it easy to scale some of your processes through automation. For examples you can directly send vehicle photos from the system to customers that are asking.
Customer service is also a lot of busy work. Moovs makes it easy to scale some of your processes through automation. For examples you can directly send vehicle photos from the system to customers that are asking.
"Hi,
I briefly wanted to let you know that we authorized a charged on the credit card on file regarding the overage on your trip. No action required from your end, but just wanted to take the courtesy to reach out.
Thanks and excited to welcome you in the future!"
Let us know what's most important to you for an amazing customer experience.
