Ten Mistakes Made By Customer Service And Steps In Avoiding Them
What is one of the most common reasons for any company to lose business?
Of course, the answer is a bad experience that a client or a customer may receive from the customer service department of a company. You are not likely to return to a company to do more business with them if you are poorly treated or feel that you were let down.
Some of the more common issues that customers complain about are listed below. Many of these can be avoided by measuring your customer service levels – advice on this is here.
Avoid these and you will avoid your customers heading straight to your competitors.
Lack Of Human Contact
There is nothing more frustrating when working with an automated call system, than to be continually routed through the call sequence without an option to speak to a real person. If your customers experience the endless circle of ‘press no 1”, without and option to speak to an attendant, they will just quietly leave and not come back.
Businesses need to have the capacity for their customers to talk to people, either on the phone or in person. Even though automated calling systems seem to streamline calls, your customers won’t put up with it if they don’t have to availability of real people to talk with, and will take their business elsewhere if this need is not satisfied.
Leaving Callers On Hold
People who are placed on hold on the phone will not wait forever to speak to someone, and will just hang up and shop somewhere else. Be sure that there are enough employees to answer the phones with out placing people on hold for more than a few seconds.
You should build a good, knowledgeable team of well trained and friendly individuals to answer your phones. Customers respond as much to friendliness as they do to your overall prices.
Failure To Respond Adequately To Customer Requests
If a customer wants to have information mailed, emailed, texted or phoned to them, be sure that it is done promptly and without delay. Failure to do so shows a discourtesy to the customer, and they will shop with your nearest competitor.
Be certain to establish clear areas of responsibility for all of your employees in this area. Many times a lack of response is due to confusion and cloudy understand of the roles that employees are expected to play. Eliminate the assumption that someone else will handle that.
A Promise That Is Not Delivered
A client will quickly become dissatisfied if a promised item or answer to a question is not delivered as promised. Not only do they wonder what will happen next, they will more than likely lose confidence in your company, and begin to shop elsewhere. Make it easier for your personnel to keep track of promises by supplying them with a database that they can use to for that purpose.
Delays In Completing Jobs
If delays continue to occur, it is a signal to your customer that you are not prepared to give quality service, so they view that as a flaw, and they will go elsewhere. If they see you as ill-equipped to handle what you have promised, is says that you are unable to honor the commitments you make and you are not to be trusted.
Contact with the customer on a regular basis and giving good reasons for the delay are ways to walk the customer through a difficult time. Most people do understand that there can be legitimate reasons for delay, if they have a reasonable explanation.
Asking Customers To Call Back
Clients do not like to call back because they perceive that as you passing the buck on the issue. You should be the one that carries the ball and gets the problem solved, and then contact them when things get solved. If you are not able to solve their problem right now, set a time to call them back and stick to it.
Employee Behaviour That Is Rude and Dismissive
This sort of attitude is totally unacceptable and no customer deserves such treatment. It must be pointed out that the customer make an effort to do business with you, and it is just as easy for them to go across the street to your competitor. Customers will not put up with bad behaviour from you or from your staff.
Giving Blame To The Customer Or To Another Employee
Never blame the customer for the problem, or ascribe blame directly to another staff member. Address the problem in general terms and assure the customer that you are on top of the situation and you will solve it. Offer immediate action or solutions to the problem and keep the customer informed if there is going to be a delay.
- License: Creative Commons image source
By Geoff Roy
Geoff Roy enjoys writing and curating blogs across a wide range of industry niches. In his spare time, he enjoys quality time with his family, running and swimming, and supping the odd pint of T.E.A. from the Hogsback Brewery.