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How can Australian customer service help clients in a tough situation?

Difficult or distressing situations such as car accidents can have strong negative impact on a customer's emotional well-being, and a business that can help alleviate this will gain an emotional connection and greater loyalty from their customers. We understand how important this is to our clients, which is why Swich Rentals' services are aimed at making things as easy as possible for customers.

The way to engage with emotional clients is through empathy.

How your service can impact on your customers' emotional well-being

According to the Department of Industry, Innovation and Science, good customer service should be at the heart of a successful business model. Improving your customer service skills can increase their satisfaction and make interacting with your company more enjoyable for them.

This becomes even more important when the clients you're dealing with are in a difficult situation or have a problem that relates to your business. Professional advisors at Mondaq say that the way to engage with emotional clients is through empathy. By acknowledging the client's emotional state, you can help defuse their distress. On the other hand, bad customer service fails to address the client's problems, and rather than make their situation easier it can actually escalate it, making them more upset.

Making things as easy as possible for upset customers helps alleviate their distress.Making things as easy as possible for upset customers helps ease their distress.

How you can make a difficult situation easier 

When your customers are in a distressing situation, you want to help relieve them as soon as possible, and part of that is addressing their practical needs. If a customer is in a car accident that is not their fault, for example, you want to get them back on the road and operational as quickly as possible, minimising the inconvenience to them or their business. Our not-at-fault replacement service is designed to do exactly that. By offering the following services, we can make dealing with an accident a little less of a hassle:

  • We aim to have you behind the wheel of a replacement vehicle within 24 hours
  • With our 'credit hire' system, we bill the at-fault driver's insurance company directly, meaning there's nothing for you to pay
  • Where possible, we'll match the type of car being replaced
  • The replacement vehicle will be delivered right to your customer's door

Swich Rentals knows how much losing your car can impact your day-to-day life, both professionally and personally. This is why we made it a target for 2016 that none of our roadside assistance providers' or manufacturers' customers were without a vehicle for Christmas. Your customers' well-being is important to you, which means it's important to us.

At Swich Rentals we do our best to make customers' lives easier. Get in touch today to find out how we can help you and your customers.