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Do you want to build a successful business? If so, great customer service is a must. This is one of the biggest factors between receiving good business reviews and bad ones. After all, 84 percent of people trust online reviews as much as they do a recommendation from a friend. Since customer service is so important to your business, it’s a good idea for you to get to know some of the most common mistakes made. When you know what these are, you will be better prepared to avoid them.
Over-Automation
Just because you can automate something, it doesn’t mean you should. It also doesn’t mean that this automation is going to translate into cost savings. The takeaway here is that you shouldn’t automate just because you can. You don’t want to erase all direct contact and personalization with your customers. If it’s possible, it’s a good idea to offer several communication modes, such as live chat, a free ticketing system and even a toll-free phone number. Give your customers option and don’t force them to use an automated system. This is going to make them run away – and never return.
Not Listening
Do you just assume you know what your customers want? If so, this is a huge mistake. You need to be listening to your customers. Be sure to teach listening skills through your entire organization – especially to those who deal with the customers on a daily basis. Whether your employees are working at in house call centers or store front retail locations, it is essential to listen to the customer base. Develop a process that is going to “force” your customer service representatives to really listen to your customers.
Being Reactive Rather Than Proactive
Rather than thinking about how you are going to delight your customers at every turn to avoid getting calls, there are many businesses that opt for the reactive approach. They believe that customer service is something that is going to happen on the back end when there are problems or complaints. Take the time to conduct a process analysis, and continually improve your processes. The end goal should always be to improve the product, service and response you offer.
Not Putting The Proper Value on Your Customer Service Staff
Unfortunately, the staff members that are responsible for interacting with customers directly are the ones that are valued and paid the least. If you want to avoid this mistake, you should hire better staff, pay a higher salary, and give rewards for exceptional service.
Not Giving Your Customers What They Want
Customers want to receive fast, respectful and efficient solutions along with accurate answers. Getting this to your customer is the most important thing ever, even if the solution or answer isn’t perfect. Be sure your customer service staff has access to the right information and that they know how to listen to customer concerns. You can implement learning management systems to get everyone on the same page. Make sure communication is realistic – after all, it’s always better for you to over-deliver and under-promise, then the other way around.
As you can see, there are more than a few issues that may arise when it comes to customer service. Take some time to better understand these problems to know how to respond and how to prevent unsatisfied customers. In the long run, this is going to benefit you and your entire business. When it comes to customer service, don’t drop the ball. Be sure to take it seriously and ensure the best solutions are provide at every turn.
