In a perfect world, you and your customer service team will always respond correctly to customer complaints.
However, we don’t live in a perfect world and mistakes will be made. How you respond to those mistakes is what will make or break your business.
Here are 7 common mistakes you should avoid. Hopefully, some of these points will drive your attention where it is most needed in your business or place of work.
1. Being unresponsive
This causes your clients to feel like your customer service is unsatisfactory. Could be that your customer care agent is not showing any interest, concern or sympathy. This has a big effect on how the customer evaluates their experience even if the issue they have is eventually solved. Indifferent interactions with a customer will leave them with a negative impression of the business.
2. Not paying attention
The customer wants to feel the business they bring to your company is important to you. They want you to listen to them, understand their problems and give them a solution. They also want you to hear whatever feedback they might have, their compliments, complaints and suggestions. Responding to their feedback in a dismissive way or by showing that you will not make changes is something that will contribute to an overall inferior customer experience.
3. Lack of commitment
This is another indicator of bad customer service. When your customer care team does not follow up with clients to see if their issue was resolved then you might lose the client. A customer is likely to remember a company that follows up just to confirm that they are doing well. Even if your team is 100% sure that the customer is all set to go.
4. Poor team work
Some issues that customers have require a second interaction with your company. If the customer is served perfectly well the first time but on the second interaction they encounter poor customer service, then the whole customer experience turns into a bad one. Make sure that your team is strong and gives a consistent experience to your customers.
5. Difficult access to support
Have you made it is easy for your customers to reach you? If not, this will cause a great inconvenience to them and they might move on to your competitors. One easy way to test this out is to put yourself in your customer’s shoes. Browse your website and see how easy or difficult it is to find your contact information and if they are all there, confirm that they all work.
6. Scripted communication
Customers like authenticity and real life interactions. Companies that overly rely on recorded outgoing messages or robot calls are automatically off-putting to potential clients or current customers. You should encourage your agents to respond to clients in real time and not rely on recorded messages.
7. Delayed responses
Nobody likes to be kept waiting. Long hold times are one of the most frequent causes of unsatisfactory customer service. This is the easiest thing to fix and yet it’s still a problem for most. A fast reaction to a customer service request is the difference between good and substandard customer service experience.
We hope these points will help you avoid situations that could cost you paying customers. If you need any tips on how to steer away from bad customer service practices, you can look into this customer service training.