You may not be aware of it, but you just might be irritating your clients with the kind of customer service you are providing them. Wrong statements, bad practices and even rude personnel can all attribute to poor customer service.
And we all know that having poor customer service can turn customers away, for good.
This is why we have revisited some company practices that actually backfire instead of improving its customer service delivery. Try to see if your company does any of these so you can do something about is A.S.A.P.
1. Say the wrong statements.
Overusing “I’m sorry” to show that you are empathizing with the customer or “I don’t know” when you cannot answer the customer’s inquiry spells out frustration to your customers. An apology said one too many times will not sound genuine even if you really mean it. Say it once and inform the customer what you will do to resolve their concerns. On the same breath, never say “I don’t know” because that will kill whatever hope is left in your customer to fix their problem. Saying this also does not show professionalism nor knowledge over the product or service you offer. Instead, tell the customer you will look further into it and immediately return with the best solution to the issue.
While these are two of the most negative phrases you should never say, be mindful also of other statements that show no concern or importance for your customer. Always rephrase your statements in a proactive manner to give your customers the confidence that they made the right decision to do business with you.
2. Keep them waiting.
Making a customer wait for longer periods can be aggravating. Ask any customer and they would say that delay is something that really ticks them off. Customers who are placed on hold for too many times, resolution that is not delivered in agreed timeframe, or merely not showing up on time when you are expected to are just plan rude and unprofessional. Even the most patient of customers will be irritated when you keep them waiting for a ridiculous amount of time. This practice does not reflect expertise in your field nor respect for your customers.
In instances that customers need to wait or be put on hold, inform them how long it is going to take them and ask if they would be willing to wait. Otherwise, offer to call them back or get back to them in the shortest time possible. This way you are saving both your time in doing better things than waiting.
3. Not doing your end of the deal.
This is downright annoying to customers especially when you have given them your word and then not keep your promise. If you say in your tagline “We give you fresh goods all the time” and then deliver items that are not or tell them “We will fix this today” and the resolution takes days, you are giving customers false hopes. This bad practice can cause you your customer’s loyalty and trust and you can be certain that people will end up not doing business with you anymore if you keep saying or promising things and not follow through with it.
The action here is simple, be honest with your promises to customer and do exactly as you said you would.
4. Speak in jargon.
Talking to you customer in jargon is like conversing with customers in alien language. You may seem knowledgeable with all the terms and explanation you give to them but truth is, you are confusing your customers with unfamiliar information. Instead of helping customer feel at ease that you are helping them with their problem, you will frustrate them even more because they cannot comprehend what you are talking about.
Avoid using too technical words and terms that are only internal to your company. Assist customers with their concerns using simple and conversational language that even a child can understand.
5. Not listening.
Ah, nothing is more irritating than a customer service rep immediately jumping into solutions without fully listening to the customer’s concern. While it is good that you are after fixing the issue, not showing empathy by cutting the customer short and not letting them vent their feelings will reflect that you care less about them as a person and merely want to get the issue over and done with. Customers want to be heard and they expect you to listen to them. And sometimes there really is no problem at all, they just need someone to listen to them.
Ask customers how they feel and empathize first. Pacify whatever tension the customer feels from this bad experience as they will be more clear-headed when they finally inform you the problem. Apply active listening and learn to read between the lines so you can fully grasp where the customer is coming from.
Often times we overlook these areas and think that customers can easily let it slide. But the truth is, it can be more damaging when you do not do something to improve on it. Review and evaluate how you deal with your customers and make sure you are not guilty of any of these and do create a work around that will provide a better customer experience