Employees represent the business and company they work for every time they interact with a customer or are in the public eye. Knowing how best to present themselves and act can be the difference between a successful and unsuccessful relationship with a customer.
Successful interactions can secure repeat customers, while unsuccessful ones can lose customers. Often, unsuccessful exchanges occur because of a lack of awareness or training.
Interesting in hearing more about what we mean about ‘unsuccessful exchanges’ and what you can do to avoid them? The following are 7 deadly sins of customer service;
1. Impersonal Service
Treating customers impersonally is bound to lose their interest and loyalty. Not knowing customers’ names when interacting online or on the phone can be viewed as impersonal, especially with the rise of customer profiles and other data sources this information can be taken from. In person, it can be a good idea to ask for and use a customer’s name during an exchange, especially when trying to make a sale.
2. Language Choice
Using language that customers may not typically use or understand can alienate them and make them feel patronised. This includes industry jargon and acronyms as well as anything else that might not be familiar to the customer. Instead, paying attention to customers and matching them can make them feel welcome and recognised.
3. Moving Too Fast
Another impersonal way of interacting with customers is to dive straight into questioning them for their information, like account numbers and phone numbers. Slow down and say something friendly first.
4. Poorly Handled Complaints
When a customer buys a product or service, they also need to feel they can get support should anything be faulty or not up to standards. Customers expect an easy way to submit complaints and for complaints to be handled quickly and efficiently. Not providing this can persuade customers to go to a competitor instead.
Customers can feel overwhelmed when told to look at a website for information they need, recontact the business by phone or email, or fill out paperwork. Sometimes these things are required, but in most instances, the best course of action is to walk the customer through the process. They’ll appreciate it more than having to figure everything out themselves and will be more likely to make a purchase.
Lacking the initiative to respond to customers’ questions and issues with care and support can turn customers off buying a product or service. Customers like to be heard and acknowledged, as is the case in any relationship. The key is to engage and be friendly while providing the necessary information and how it will help the customer.
7. Lack of Training
When an employee isn’t properly trained, they cannot perform their job to the best of their ability and may not be able to help customers as needed. Ensuring that all employees have all the tools, technology, and information they need can make a huge difference.
Acknowledging your customers and making them feel appreciated and recognised can ensure their continued loyalty. Outsourced customer service can help with this, providing a wide range of services from telephone services and administration to order taking, so you can get on with other aspects of your business.