15 Customer Service Mistakes to Avoid – Kherize5 Blog

More and more Customer Service is a key of successful companies. Some companies are well know for their Customer Service : Apple, Zappos…

Now, the CS must be integrate in the DNA of companies, without that they will fail…

Suzanne Vara in Kherize5 Blog made the list of the 15 mistakes to avoid in CS. Very useful for every company..

1. Inattentiveness. Talking to other employees, talking on the phone or even texting when customers are waiting. If you are talking about something that is directly related to the customer is necessary. Think about checking out at the counter and being completely ignored throughout the entire process. 
2. Automated Call Answering. In larger companies this keeps costs down as well as directs the caller to the proper department. Where this goes sour is when there are multiple levels of automation, no interaction with a human or when zero is pressed and the call is disconnected. 

3. Multiple Transfers. Being transferred multiple times is frustrating as you tell each person your issue only to find out that they cannot help you and transferred are placed on hold again. 

4. Failing to Listen. Many customers want to be heard and then their problem solved. Trying to solve the problem before listening to the customer is heard only adds to the problem.

5. Losing Control. Losing control and becoming angry is only one part of it. The other part is losing control of the situation at hand and having a irate customer on the floor of your store or on the phone who can reach out to friends and family rather quickly.

6. Over-promising/Under-delivering. Sell outs happen, delivery mishaps happen however overbooking deliveries or intentionally failing to have proper inventory is unacceptable.

7. Being Unreachable. Customers want answers and also want to be kept in the loop. Always being in a meeting or always being transferred to voice mail and not returning the call sends a message to the customer that you do not care whether this be the case or not.

8. Lying.  Telling a customer a lie to get rid of them or think you are appeasing them only shows that you are a liar.

9. Excessive Gum Chewing. Chomping on the gum takes the focus from the purchase and the experience to watching the jaw and listening the sound. 

10. Lack of Communication. Customers wait for a response. This is their problem that they need solved and that is their focus.  Many times we do not have the answer they are looking for just yet but reaching out to keep them in the loop shows that you care about their issue and are on top of it.

11. Reprimanding Employees in Customer Presence. This not only humiliates the employee it places the customer in a situation they did not ask to be in.

12. Untrained Staff.  Everyone is new to a position and deserves a chance to learn however when unsupervised or not fully trained can create frustration and anger with the customer. 

13. Failing to Talk to Customers.  Not fake.  A simple hi how are you, did you find everything ok or not responding back to customers when they try and engage in small talk.

14. Mispronunciation of Names. Not knowing is one thing, knowing and still mispronouncing is another. For example: Andrew is not always Andy or Drew. 

15. Failing to Acknowledge Repeat Customers. Repeat customers are loyal customers and are your bread and butter. Knowing their name, their type of coffee, their favorite sports team, etc lets them know that you care and appreciate them. Rewarding them with discount or a freebie here and there keeps them coming back with a positive attitude.

For more information, read the Kherize5 Blog : http://bit.ly/1oyBjj

Posted via email from tech4buziness