Companies want their consumers to be extremely satisfied with their product or service. They work so hard to impress them. Many businesses go above and above to pamper them. Just as we want to delight our children. We bring them to the candy store. The children get animated. There are literally hundreds of confectionery options. When we ask them to pick one, they become perplexed. They can only choose one out of 100. Even if it is difficult, they are pleased since it is a pleasant challenge.
Businesses frequently provide their consumers with the same pleasant issue.
They provide several ways for clients to reach them. Customers can contact us by phone, email, or live chat. They are asked if they want to talk with the technical team, the sales team, the complaints team, or “any” other team. Businesses, like the kid in the candy store, expect their customers to be thrilled. However, in most circumstances, the buyer is irritated. They start the call with an annoyed tone. They frequently begin the Email on a negative note. After all, we are doing everything we can to assist them, yet they are upset. Why?
Why is it that providing the consumer with several alternatives irritates them?
The customer on the phone is in dire need of assistance. The consumer lacks the time and leisure of a youngster at a candy store. They desire a rapid response or solution to their situation. Giving them too many alternatives can confuse them and leave them unable to pick what would work best for them. That is why firms must exercise caution when providing too many alternatives.
How can you provide alternatives that make the customer’s life easier?
Having the option is actually a wonderful thing. As long as the guarantee is followed by the option. The consumer must first be satisfied that his or her demands will be met before being guided through the options. For example, if a consumer phones in with a complaint, they must first be told that the matter will be handled within 48 hours (or any number of hours) and then given the choice of submitting a complaint form, sending an email, or calling this number. When provided certainty, the buyer will feel much more at ease when going over the alternatives.
Just like the youngster at the candy store who is guaranteed a treat initially and then offered a variety of options.
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