Products and services may lead customers to the enterprise, but the main thing is they retain customer service.
Customer service is the backbone to make a success of a business. Products and services can now be rated good at first, but customers keep coming back or not depends on customer service.
Because the role is so important, so administrators need to know to common mistakes in customer service; and here are a few shared from experts in this field.
There are things, stages can be automated, but not so that what should apply automation; and administrators should remember that, automation is not synonymous with “automatic cost savings.” Should avoid hasty erase all personalized elements and opportunities to interact directly with customers.
If possible, provide various types of communication because there are customers who prefer to chat online, while others prefer to talk on the phone.
“Give them a chance to be selected. Do not force customers to use the automated phone system that put them mad, “Dana Brownlee – founder of the consulting firm and business coaching Professionalism Matters – said.
2, Do not listen to customers
If you know what the customer wants, but refused to listen to them, then that’s a big mistake. “Keep listening skills training clients in your company, especially for employees who represent clients”, Dana Brownlee share.
“Construction of the process forced them to really listen to the customer and removing the rigid script.” Customer representative should be trained to solve a specific customer situations. The prepared script type “if they say this, you answer the other world” is not to resolve customer complaints.
3, reaction on the situation instead of proactive customer care
Instead of thinking how to please customers from the start to avoid having to pick up the phone to complain, many companies fall into the approach according to type of reaction before situations arise and feel satisfied with this, because they think customer service is something that happens after a customer complaint or when problems appear.
Take the time to analyze and continuously improve processes and look for root causes to actually improve service. “It should require all employees performing 5 call customer service each month to maintain the connection with the client and to put the goals of customer service on the structure reward system for employees”, Dana Brownlee suggested.
4, Underestimating customer service staff
It is true that employees who interact with customers the most often assessed and paid at the lowest level. According to expert Dana Brownlee, to avoid this mistake, should hire better employees, higher salaries and rewarded when they bring customers an excellent service.
5, not giving customers what they want
According to Robert C. Johnson, CEO of TeamSupport – company specializing in software support customers in the B2B sector, customers want exact answers or quick, they want effective solutions and demonstrate respect. Therefore, the most important thing is to communicate to the customer right solution though it is not the ideal answer.
A culture of customer service excellence must start from the highest levels of leadership. If only “a page manifesto” in presentation or a trite saying that, do not expect employees will follow. Moderators businesses need to create standards – customer service attitude, need to invest in human resources, appropriate technology and at the forefront of action as well as words.