Six Customer Service Mistakes

Customer service has become a key driver of customer retention and loyalty as it’s been proven to create more profitable business results. Organizations with foresight now take Customer service very seriously. But the truth is – Even the most customer centric companies make customer service mistakes, this can be as a result of varying causes. The important thing is to recognize these errors & fix them ASAP.

Here are 6 common Customer Service mistakes organizations are making

Hiring The Wrong People

Exceptional customer service begins with the hiring process. Selecting the right people on board that have the passion and skills for customer service is the first step towards delivering exceptional service at your business.

Treating Employees Poorly

Your employees and customers are closely linked; as what affects one, also impacts on the other. Disengaged or unhappy employees cannot provide a exceptional customer experience

Poor Staff Training

Poorly trained customer service reps can cost you Customers (and money). Staff who are properly trained demonstrate better customer service skills, and professionalism, this improves customer experience, satisfaction and loyalty.
Training and providing quality customer service training for employees also yields great results in – staff retention, employee commitment and company culture.

Standing by Company Policy … No Matter What

As time changes, certain policies might become unrealistic or redundant. Don’t treat your policies like the 10 commandments. You will find that at times you might have to bend over a little to win that big Customer or resolve that one problem that was “out of the ordinary”. This is one way to truly WOW a customer.

Failing to Listen to Customers

It is important to pay attention to Customer feedback, whether it’s in response to a questionnaire/survey or hidden within the angry words of a dissatisfied Customer. Complaining customers are valuable in terms of honest feedback they can provide.
Feedback will provide a business with insight that they can use to improve business, products and/or overall customer experience, this insight will also help create products that customers want to buy and an experience that exceeds their expectations and keeps them coming back for more.

See also  5 Strategies for Delivering a Seamless Customer Experience with Integrated Marketing

Ignoring the Basics

The basics i mean here are – the simple smile, saying welcome when the Customer arrives, thank you when they leave & “we’re sorry” when you fail or disappoint. Most times we forget that it is the simple things that bring the most happiness or even that a simple smile can be powerful in human interaction. Expressing gratitude for a customer’s business is an undeniable way to win them for the long term.

We must accept that no matter how big our organization is, we can still make customer service mistakes. The important thing is that you strive to give excellent customer service every day, and avoid these six mistakes, you’ll be better positioned to sustain your success and grow profitably for years to come.

Do you have any other examples of customer mistakes you’ve seen organisations make? Share the details in the comments below!

Kelechi Okeke