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3 Huge Customer Service Mistakes To Avoid

By Business Desk

Thursday, August 2, 2018.

Customer service is the most important department in your company. You can have the best product in the world and sell it for a great price, but you won’t build a successful business if your customers don’t have a good experience with you. That’s why it’s vital that you get everything absolutely spot on. There are all sorts of things that customers hate about dealing with a company and the key to making sure that your customer service is amazing is avoiding these mistakes.

Making Them Pay For Calls

Most of the time, when a customer calls you up, it’s because they’ve got a problem of some kind. They rarely call to tell you how great you are. That means they’ll already be a bit annoyed, but you know what will wind them up even more? Having to pay for the call, especially if they’re on hold for ages. If you don’t have a toll free number and they’re paying through the nose so they can get their issues sorted out, they’re definitely not going to use you again and they’ll probably tell everybody they know to steer clear of you as well.

Not Training Staff Properly

Whenever a customer speaks to somebody from the company, you need to be sure that person is conducting themselves properly. If they come across rude, or they tell the customer things that aren’t quite true, it’ll come back to bite you in a big way. The biggest mistake that companies make is only training the people answering the phones. You need to give everybody in the company some customer service training so all levels of the business are working toward creating the perfect customer experience. That way, the customer will get amazing service from first contact with your company, right up to the purchasing stage and beyond.

Not Being Flexible On Policy

Companies have policies for a reason; they ensure consistency and give employees guidance on how to deal with certain situations. A business can’t really operate without them but that doesn’t mean you have to be completely rigid about it. There’s nothing more frustrating to a customer than calling up and being told that there’s nothing you can do because of a company policy. If you flat out refuse to be flexible, you can guarantee that you’ll lose that customer for good and they’ll probably post some pretty bad reviews about you online.

There are some cases where a certain policy just isn’t logical but if you tell employees that they have to stick to policy no matter what, customers are going to end up annoyed. In those cases, you should tell employees that it’s ok for them to use their discretion and sometimes bend the rules a little. If you’re concerned about their decision making skills, have them come to you first and check so you can have final say over any decisions.

Avoid these common customer service mistakes and you’ll get a far better response from customers and they’ll come back to you in the future.

3 Huge Customer Service Mistakes To Avoid

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