Fix These Common Customer Service Mistakes
If your company provides stellar service and outstanding products, your loyal customers can grow exponentially through social media, online reviews and more traditional outlets. On the other hand, when customers complain, your company’s reputation can be damaged.
Fortunately, your team can build solid customer relationships by fixing these common customer service mistakes:
- Mistake #1: Ignoring customers. When busy, it’s easy to develop checkout lines or call- ing queues. This frustrates all customers, both those with concerns and those that simply want to order. The net result is everyone is unhappy! Fix: For call volume, consider creating a simple auto-response recording to quickly get customers to the right area. For online ordering, make it easy for online customers to get to someone that can solve their problem. For retail, show all customers that you care. Never give the impression that they’ve intruded upon your valuable time. Make eye contact. Smile. Invite their feedback. And constantly monitor employees looking for opportunities to develop improved communication.
- Mistake #2: Minimizing legitimate complaints. Sure, there are a lot of complaints out there that may not be resolvable, or even based on fact. But sometimes customers have mistaken notions about your products or services. Fix: Resist the temptation to ignore feedback. With every complaint, ask whether concerns might highlight an opportunity to improve. When complaints seem to arise from several sources and focus on a particular issue, pay attention. If a product doesn’t work as advertised, consider discussing the issue with suppliers.
- Mistake #3: Defensiveness. Customers need to feel that the company is trying to address their concerns. Even if your employees feel personally attacked, they should never lash out. Fix: Train workers to remain calm. It is best to listen, repeat the complaint back to the customer, and then ask confirmation that you understand their issue. Next, ask a clarifying question. This will help deescalate any tension. Most people respond better when the situation is handled calmly and respectfully.
As always, we hope you find our tips and news for businesses valuable, and look forward to receiving your feedback. Companies focused on growth have sought the help of Insero & Co. for more than 40 years. During that time they have consistently experienced the peace of mind that comes from knowing their CPA firm takes the concept of integrity seriously. Should you have any questions, please contact us directly.