Most of us have experienced bad customer service at one time or another. And while you probably know that a poor service experience can destroy your relationship with the client in question, you may not realize the effect it can have on referral rates across the board. With unhappy patrons increasingly turning to the Internet to air their grievances, companies need to work harder than ever to earn their customers’ respect. Here are tips for avoiding some of the biggest customer service pitfalls out there:
Long Holds
It’s only natural that your business will experience occasional periods of high activity when customers have to wait longer for service. However, companies that regularly leave their clients on hold may find that retention rates suffer. To show your clients you value their time, consider hiring more customer service representatives. For a less-costly solution, evaluate your website’s FAQs section to make sure it truly does answer the most frequently asked questions among your clients.
Relying on FAQs
A “frequently asked questions” page can be a great starting point for customer concerns. However, if the problem persists, your client will probably want to speak to a real person. Whenever possible, provide a phone number on the website so that customers can get the support they need from a friendly and knowledgeable source.
Too Many Transfers
No one likes having to repeat themselves. If you want to keep your customers happy and loyal, avoid transferring them from person to person when providing phone support. For best results, publish several phone numbers on your website so customers can call the right department based on their needs.
Lack of Regard for Feelings
You’ve probably heard the expression that says the customer is always right. And while some clients are definitely wrong from time to time, it’s crucial that service representatives treat all customers with respect. Even if you can’t resolve a customer’s issue, it’s important to make them feel heard and understood. And never, ever suggest that the client is the one to blame for the situation!
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