It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.
While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:
Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
66% of customers are most frustrated from interacting with employees who are rude or unfriendly.
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.
So what are the most common mistakes made by customer service professionals? In this infographic we’ve collected 15 most dangerous mistakes that can have negative consequences in customer satisfaction and loyalty. Is your customer support team guilty of any of them?
In fact, all of the listed mistakes are easily preventable. Make sure your customer service employees are aware of what exactly they are doing wrong when interacting with customers and provide them with regular training and mentoring to help them grow their professionalism and improve their skills. >>>
Rumi, the ancient Sufi mystic and poet, used to write: “If you desire healing, let yourself fall ill, let yourself fall ill”. I like this quote. In my understanding, it means that in order to experience true health, which is our natural state, we need to undergo a certain cleaning. We need to remove things which don’t belong to the natural state, which become barriers to our experiencing it.
I think this wisdom can be applied to all aspects of our life. When I try to apply it to my work and my aspiration to create a perfect customer experience, I realize that a perfect experience doesn’t need to be created. More often than not, to make our customers happy we just need to remove things which stand in the way of effective and positive communication between us as companies and our clients. In a way, it could also be called a cleaning process, or healing process. And the first step is, to recognize these barriers which obstruct the ideal experience, or to let yourself as a company fall ill, which means allowing space for mistakes and for their recognition. >>>
Being successful in any business is about constantly doing the right things and avoiding costly mistakes. While numerous factors are responsible for success, providing outstanding customer service that is beyond industry standards is a surefire way to grow. Especially for small businesses that mostly rely on repeat customers, word-of-mouth and referrals.
Unfortunately, a huge number of small business owners refuse to take customer service seriously and keep making the same mistakes again and again. Most of them are fixable and avoidable with a smarter customer service strategy. Here’s the most common of them. >>>
Today our customers expect agile customer service and according to Forrester research companies should be ready to provide customer support when and where customers want it, ensure customer service experience is consistent across all touchpoints and develop cross-touchpoint strategies to ensure customers can move seamlessly between devices and channels. Such approach requires not only proper training and tools, but also committed customer support team with highest priority to excellent and superior customer service. To start offering such type of service it is necessary to train CSRs to assist in different channels, offer professional support across all touchpoints and avoid most common mistakes. In this article I highlighted most common mistakes which may mislead and scare our customers away across various customer support channels. >>>