Coming from a customer service background, I have run into an incalculable amount of easily solvable issues with customers and my co-workers in the customer service center. There seems to be four that are popping up on almost every site. No matter how much you agree or disagree, these blunders are sometimes made without notice and can absolutely kill your business.
Not Listening to Your Customer
The customer may not always be right, but you still have to listen! We’ve all had those customers who think they’re right no matter what. The key to dealing with them successfully is to listen, don’t pretend to listen, but actually see where they’re coming from and why they are so certain they are correct. If you actively listen to their concerns (even if they’re yelling at you) you will be able to calmly and effectively solve their issue. Sure, it may take a little bit more time, but at the end of the day you’ll have a happier customer and who doesn’t want that?
Over Apologizing and Under Delivering
How many times have you called a business because a mistake has been made and all they do is apologize? Apologies are nice but only if there is an action to back up their “I’m sorryâ€. Don’t lie to the customer and say you’re going to do something outrageous to compensate for their troubles. The best thing to say (and mean it) is “I’m so sorry for your trouble and how this must have inconvenienced you, here’s what I’m going to do…†Customers want to know a plan for how you’re going to fix the problem.
Honesty always has been, and always will be, the best policy.
Forgetting the Manners Your Parents Taught You
A simple “please†and “thank you†go a long way. No matter how big or small your company, without your customers, you wouldn’t exist. This issue is the easiest to fix. Thank your customers and let them know how much you truly do appreciate their business. They will say great things about your company if you do this right! Even though they can’t see you through the phone, sincerity is noticeable.
Being Inaccessible to the Customer
Even if you’re busy, customers want that personal touch and want to be able to connect with you on an as needed basis. When they get a company’s voicemail, or don’t get a response to their email, they can feel less important or that you’re too busy for them. So whether you designate one person to answer the phone or stop what you’re doing, always answer your phone and or follow up on emails. Now, I know there are times where you really are busy, maybe on another phone call and no one is there to assist them. This problem is fixable… call or email them back! It sounds so simple but I cannot tell you the number of times I have seen companies check their voicemail or email and then delete it or just ignore it and assume the person will call you back. Customers feel important when you take time out of your busy day to assist them.
Be accessible.
Remember, it takes a long time to gain a customer and only seconds to lose one! These mistakes seem obvious and simple, but businesses tend to focus on more complex issues and not the simple things that matter. Follow these rules and I guarantee your business will improve exponentially.
Let me know if you have any great customer service tips below in our “comments†section!