For companies in the service sector, maintaining customer trust delves as a prime concern. Moreover, a company will lose it’s customers’ trust if perceived as unreliable or untrustworthy. As such, customer transparency and trust-based marketing efforts are of prime concern. Firms need to focus on building customer trust and application of various ways to maintain customer loyalty. Moreover, transparency in customer service leads to developed customer relations and increased transparency with clients.

Maintaining Customer Trust: Approaches To Embrace

 

How Things Go Wrong

Incidentally, considering a case of United Airlines that created a public fiasco. The case relates to a situation where security personnel removed a customer from his seat to make place for an employee. This incident brings to front the condition that many companies out there only play a part of their customer service promise. Another incident of dragging a 69-year-old doctor down the aisle sure seems like an unethical thing to do. Under such circumstances, customers are sure to lose trust over companies. However, incidents as such teach a valuable lesson to companies on how to earn and maintain customers’ trust.

What Could Be Done

Moreover, identifying and solving problems before they reach the customers is a good way of eradicating issues. FedEx show promise in the field by sending a plane each night from West Coast to one or more airports. This process is followed to take away volume overloads which would otherwise slow down their delivery process. Incidentally, this helps in dealing with problems under the hood.

However, when breaking a promise made by a company, it should be generous in its approach. As a matter of fact, breaking a service promise stands as a major factor of diminishing the trust of customers. But, when doing so, a company should be generous. Generosity builds trust and being stingy breaks it.

Also, a proper explanation with an apology could work wonders. The reason being that, an honest apology consists a sense of forthright confession about mistakes, it carries weight and adds authenticity to the apology. Also, a reason why companies need to understand the importance of trust more than anything else.  As a matter of fact, marketing slogans raising customer expectations too high, only pave way for a company’s failure.

Thoughts On The Issue

Incidentally, computer algorithms and other such material manifestations should not gain priority. Rather, the major factors like quality service and common sense should gain focus. Moreover, customer’s trust being the main asset to any service company, they should try their best to ensure quality delivery of services. But, breaking a service promise or breaking the customers’ trust are both of the equal parameters.