Not many companies realize the importance of customer service until it is too late. They just set traditional phone support in place, and they’re done with the matter. But, is that enough? Not at all. Today’s consumers are conscious individuals with sensitive dispositions. In other words, they want to be treated right by the brand they are picking out from among hundreds of options. According to the U.S. Small Business Administration, around 68% of customers leave a company on receiving poor treatment. This signifies a huge drop in business profits, which is something that no organization wants to face.
In this matter, customer service plays a crucial role, because it is at the frontline of all customer-to-business interactions. The job of customer service is to offer support to customers before, during, and after the purchasing process. It acts like a cushion for customers to fall back on when something goes awry. The absence of this support leaves customers hanging in a crisis, so, they don’t take time to abandon their carts and shift to the next best competitor. This deals a huge blow to the respective company.
So, investing in customer service is a wise decision. Top brands and businesses understand the value of this department and keep it up to speed in every manner. Take RCN customer service, for example, which takes care of its cable customers left, right and center. This leads to greater customer satisfaction, and subsequently, to greater customer retention and a more elevated company reputation. How to achieve this goal? By steering clear of certain pitfalls while providing customer support. Here are the biggest DON’Ts in customer service:
Don’t Assume the Problem
Customer service representatives are always in a rush. In the haste to close a case, they may talk over the customer and assume the issue, which may create gaps in the conversation and make the customer feel brushed aside. Avoid doing this. Instead, let the customer speak. Listen first. Ask questions in between and repeat their points to assure the customer that you’re paying attention. Take notes of the problem, as this will help you significantly in the resolution stage. Always remember that communication is a two-way street, and you should respect that.
Don’t Give Automated Responses
Customers are humans and sometimes, they need humanistic support, which is why they reach out to human agents on phone. If they wanted automated support, they would’ve stuck to AI chatbots. A major mistake that customer service representatives make is that they give automated responses to customers, which impels them to feel alienated and nothing more than a cash source for the company. You have to turn this around by personalizing your customer interactions. Here are a few tips:
- Greet customers with their names instead of a formal “hello”
- Keep your tone light and warm instead of cold and distant
- Avoid scripted replies from the get-go and aim for genuine empathetic responses
- Introduce humor in the conversation smartly
- Praise the customer when possible
- End the call on an appreciative note to leave a good impression
Don’t Over-Complicate the Matter
Customers who reach out to a company’s customer service are already confused. If the representatives throw complicated jargon at them, it will only perplex them further, which will make matters worse for both parties. Thus, it is important to keep your approach simple if you wish to successfully provide efficient support. Use crystal-clear language when communicating and break down difficult phrases if you have to, so the customer can understand what you are talking about and feel comfortably aware throughout the conversation.
Don’t Waste Your Customer’s Time
In today’s world, time is money. So, do not waste your customer’s time by making them wait indefinitely. This will frustrate them further and they will be more inclined to not only sever their ties with the company but also rant about it on social media, averting other possible leads too. Customers take out precious hours from their tough routines to contact you, so value that and proactively try to minimize their hassle. If you are not equipped to handle a certain issue, then instead of giving false promises and never getting back to the customers, forward their calls to your supervisor or someone who can solve that problem. Never make promises you can’t meet.
Don’t Dismiss the Importance of Feedback
Feedback is the aggregate opinion of customers who have tried and tested a company’s products or services. It may be positive or negative. Regardless of the nature of feedback, customer service representatives should always be open to it. Feedback lets the business know how it is actually faring. It also provides subtle hints and suggestions as to how a company can improve its offerings. Dismissing customer feedback is a move in the wrong direction. So, you should not only receive feedback but also elicit it from customers through follow-up calls.
Don’t be Shy to Take Responsibility
Business is an unstable field. Errors happen, which can adversely affect customers, as well. Most companies refuse to take responsibility for the blunder and throw the blame elsewhere. This kind of dishonesty and egoistic behavior leaves a poor impression on customers. What’s the right way, then? Own up to the mistake. If a customer calls to inform you about the issue caused by the company, apologize for it sincerely and compensate generously to make the customer stay with your business longer. Nothing can be achieved out of the blame game, especially in the world of commerce.
Don’t Try to Do Everything at Once
It is easy to get overwhelmed by the onslaught of customer requests, queries, and calls. A novice customer service representative may try to take on all issues simultaneously, but that can only result in disorganization and chaos. No customer would be given proper assistance, which would reflect negatively on the company. This is why you should always prioritize cases based on urgency and importance. Give your time and effort to customers in an organized way. Time management is a vital skill in customer service, after all. Never commit to impossible deadlines. Set the right expectations with your job and communicate them to your customers.
Wrapping Up
Customer service is the key to business growth. Providing good customer service is vital, but it is not as easy as it may sound. There are a few pitfalls that all companies should be wary of if they wish to retain their customer base and increase satisfaction among the subscribers. This post lists some of the biggest DON’Ts in customer service, which you as a budding business should know about and avoid at all costs.