The majority of customers prioritize good service when they’re choosing a company to deal with and they certainly won’t become repeat customers if they don’t feel that your customer service is up to scratch. That’s why it’s vital that you know how to make the customer experience perfect every single time. There are a lot of things that you should be doing, but it’s equally as important to understand the things that you shouldn’t be doing. These are the biggest customer service mistakes that you could be making right now.
Not Taking Advantage Of Technology
Technology is a great asset for businesses and you’re really letting yourself down if you’re not taking advantage of it. Good technology can massively improve your customer service department if you know how to use it properly. One of the major benefits of technology in customer service is that you can make yourself available 24/7 on a wide range of channels. Head over to www.bpmonline.com for more information on implementing customer service help desk software. You can set up a live chat service which is more convenient for customers and also easier for your staff to manage. It’ll also help to improve your phone systems and give you email alerts when customers are trying to get in touch. Good customer service software will help you to respond to queries a lot quicker and offer better resolutions that keep everybody happy.
Ignoring Negative Comments
People base a lot of their purchasing decisions on reviews these days. Most businesses have an online review service and that’s the first thing customers are going to look at. Hopefully, you won’t have too many negative comments on there but every company is going to get a few. That’s not a problem as long as you deal with them properly. Some companies think that the best thing to do is ignore them, but it isn’t. If you ignore those comments, other potential customers will assume that’s your response to customer complaints. What you should be doing instead is coming up with good resolutions and then posting a reply, apologising for the problem and outlining how you’re going to deal with it. Customers don’t expect your company to be absolutely perfect but they do expect you to deal with any problems in a timely manner. Visit www.fundera.com for more tips on dealing with a negative comment.
Excessive Company Policy
Company policy is important and it’s there for a reason. It helps you to maintain a level of consistency across the board but sometimes, it can be a big problem. If you’ve got too many different policies that aren’t logical, and you’re not willing to bend the rules a bit, customers are going to get annoyed. You should let your employees use a bit of initiative and go outside company policy in certain situations where it makes sense and it helps them come up with a resolution for the customer. Don’t let company policy get in the way of good customer service.
These 3 mistakes could cost you dearly if they ruin your customer service and send your valuable customers elsewhere.
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