With World Consumer Rights Day coming up soon on 15th March, it’s time to think about how to make your customers feel happy and enjoy their experience in your place of business. So it’s all about customer service – that all-important practice which can make or break a company’s reputation.
Here are some tips on how you can improve your customer service, in light of the last 12 months in consumer rights and the most important issues to consider.
If you didn’t already know, this is the year that the new General Data Protection Regulation comes into force. It becomes law across the EU in May, and compliance is a vital consideration.
If you currently process online payments and take any customer details (such as email addresses) as standard, you may want to reconsider that practice. Consumers will have the right to give consent to such things, and also to have their data deleted upon request. This is following some serious data breaches during the last 12 months.
Surcharge ban and new technology for refunds
There is now a ban in place for issuing card surcharges, to help improve transparency and fairness. If you are accepting credit and card payments, you will need to ensure that there are zero surcharges in place for customers paying by card, whether through online payments, credit transfers or direct debits.
It would also be a good idea to get hold of the latest payment technology to issue refunds to customers. Refunds within 30 days have been law for over a year now, and it is always best customer service to issue refunds quickly and painlessly. Your customers will appreciate you using the latest technology to ensure your refunds go smoothly.
Customer service is extremely important, and with consumer rights coming to the foreground you might want to consider staff having some additional training. Succeeding in business is all about succeeding with your customers, so you need to make their experience as positive as possible so that they trust your business and choose to keep coming back.
March 9, 2018