Business “is” because customers “are”; a focus on customer service should be of the utmost importance! Customer service can either make or break a business. For increased growth prospects, a business should strive to deliver excellent customer service. Here are five customer service mistakes that you should avoid at all costs and which are fatal to your business.
Mistake No.1: Making Customers Wait
Customers today do not want to wait. They absolutely hate waiting and if your customer service representative is making a customer wait for long intervals, you might as well say your goodbyes. A customer will always compare your service with that of a competitor, and if they find them doing a better job, they will switch. Make sure you are handling requests in a timely manner and attending to your customers without making them wait too long.
Mistake No.2: Making False Claims
Breach of trust is out of the question as customers value a business like a relationship. Making false claims or not following through on your promises will never earn you customers. In today’s world, it could actually backfire.
Leaving your customers unsatisfied and frustrated signals that you are not providing good customer service. Following timelines also falls in the category of fulfilling your promises.
Mistake No.3: Not Stating the Company Policy Carefully
When stating company policy, customer service representatives should be very careful. There is a lot of difference between refund, compensation, exchange, and replacement. A slip of the tongue can create legal troubles for you or result in losing a customer. Both of which are not good for your company.
Mistake No.4: Not Treating All Customers Equally
The importance of this cannot be stressed enough. Customer service agents sometimes tend to pay more attention to some customers while ignoring others. Every customer should be treated equally, no matter how they dress or look.
You might be just warding off a potential customer just because they don’t look a certain way!
Mistake No.5: Demonstrating Lack of Responsibility or Sensitivity
A big mistake that customer service representatives usually make is showing a lack of sensitivity towards customer’s questions and problems. A customer who will feel that they are not being treated right or being mocked is never likely to return. Give weight to a customer’s concern and address it immediately. It is never a good idea to tell a customer that their concern is not too big to be worried about. When you treat each customer equally, weigh their concerns equally too!
It is never too late to turn around if you think you are making one of these mistakes. Good customer service shines through when all other things are equal with your competitors. It is your armor, which you can take into the battlefield if you want to come out alive. It is important in this increasing competition to show care and concern to those you serve and maintain a good relationship.