Customer Service Mistakes to Avoid

Customer complaints are untimely. Regardless of the size, structure or success of the business, there is at least a small percentage of customers who are dissatisfied with the work done. The idea that it cannot please everyone is as true today as it was a century ago. But never before in history has it been so easy for customers to complain. Customers don’t need to take the time to talk to a company to criticize a business. They can write comments as they wish by taking their phones in their hands. Moreover, they can make their comments publicly visible via email, sites like Yelp and Google, social media sites like Facebook and Twitter, or by clicking the submit button on any online forum and discussion board.

And unlike the old days, customers don’t need to be loyal to any business because they can instantly find an alternative by searching Google for a company or product’s competitors. According to a customer service survey conducted by American Express, more than one-third of customers stated that they were considering changing companies immediately after a single negative experience.

Customer service should be the backbone of a successful business, and they must do things they can never afford to lose a customer. To prevent this from happening, it is important to first understand what caused their customers to say “I will never buy anything from this company again”.

1. Extreme Automation

It may be tempting to adopt automation technology, automate all marketing and sales tasks to save costs and time, but this should not be done simply because it is tempting to automate. Technology can never be the perfect substitute for one-on-one experience. Also, different customers prefer different communication methods.

Options must be offered so that customers do not treat “annoying phone transfers”, according to Dana Brownlee, founder of communications consulting firm Professionalism Matters. Whenever possible, phone numbers, live chats and e-mails should be provided from which customers can reach the company. If it is to be chosen to rely on automation (and it definitely has benefits), make sure that automated emails look natural and personal.

2.Trying to Handle Customers Very Quickly

Most representatives assume they know what the customer wants. When they answer their customers’ call, they rush to find solutions to their problems. This can irritate the customer and make them angry with the company. Not losing customers teaches customer service reps effective listening skills. It should be ensured that the customer is listened to and that their personal problems are understood and that solutions are found by valuing them. Customer service departments need to stop listening to customer complaints and not creating scenarios in their heads.

3.System Outages

The truth is that no system has a perfect uptime. Even the most established, cloud-based systems have a fair share of problems when there is an outage. The tragedy is that if customers fail to reach a firm, all their positive thoughts up to that day will suddenly end. That’s why you should work with a reputable web service provider that offers fast page load time and reliable, 24-hour uninterrupted uptime in times of downtime. Companies that provide support via e-mail and telephone should be provided to reach them at the hours promised to support their customers. If they are not available outside office hours, a system must be established that allows them to create a request. When you are available, a statement should call back.

4. Slow Turnaround

Firms now live on customer demands. Thanks to the power of modern technology, humanity has become completely impatient and they want their wishes to be returned immediately. Both customers and company owners are in the same situation. Quick responses from customers can not only attract them to the business, but also earn their long-term loyalty. Customers’ questions and feedback should be answered promptly, especially on social media where things are moving faster than lightning speed. Otherwise, it will be very difficult to survive in this competitive environment.

5.Decreasing the Value of the Customer Service Team

Customer representatives are the first personal interaction with customers and they draw a profile about the company. Unfortunately, they are also expected to do a job that is equally dignified and requires patience, which has to work for the lowest salary. Low morale of customer representatives can disrupt the business. Find ways to motivate customers to go the extra mile in pleasing them. The best talent should be recruited, well paid, and rewarded for great results. It should be remembered that reputation can be earned by treating employees well, and the best talents should be hired as customer representatives.

6.No Complaint Does Not Mean That The Firm Is Perfect

Companies work hard to reach customers and provide training to their staff on this issue. And when they don’t get any complaints, they’re usually happy, assuming they’ve been successful. However, this is the most common mistake. Not receiving complaints does not mean customer service is top notch. Research has found that only 1 out of 26 dissatisfied customers complains. This means that 25 people do not bother to complain about what they are complaining about. In addition, while many comments are made about a company, if a few of them are complaints, this is a successful situation. It means that something right has been done.

7.Not Providing Multi-Channel Marketing Support

Customers reach companies through various channels. This could be a phone call, live chat, or social media. And a customer cannot be forced to use a particular channel. Companies with multi-channel marketing support have a higher customer retention rate of 89% compared to companies that do not. Companies that do not provide this support retain only 33% of customers. In addition, a knowledge base or a support forum can be created. Customers can solve problems on their own by referring them to them. It should not be forgotten that; Assisting them in various channels makes a customer happy. A happy customer can be the source of generating more leads for a firm.

8.Not Protecting Customer’s Historical Data

Good customer service is not limited to just knowing the correct answer. It’s about discovering the perfect solution. The company may be providing a multi-channel support system. According to a recent study, 64% of people expect real-time assistance no matter which channel they use. In addition, 37% expect to be able to communicate with the same customer service representative no matter what channel they use, and 87% of brands need to work harder to create a seamless multi-channel experience for customers. Customers are more likely to be disappointed when a support agent cannot access the customer’s historical data they need during a call or chat conversation. For this reason, it is beneficial to use a tool that combines customer data in providing quality customer service.