Do you know the #1 reason customers stop doing business with a business? You'll be surprised that the answer isn't that a company's pricing is too high or their product insufficient. According to Hubspot, 82% of customers have left a company because of a bad customer service experience. Customers, whether happy or unhappy, tend to tell, on the average 9-10 people about their experience. I don't know about you, but I want those 9-10 people to tell about a positive experience with my company.
When thinking of what NOT to do, it is important first to put yourself in the customer's shoes. Think how they think. What do you like/not like, as a customer, and what do you expect, in terms of customer service. Here are 10 things to avoid so you don't fall into the bad customer service trap!
10 customer service pitfalls to avoid
Not showing them you care. Customers, or anyone you work with, want to know that you genuinely care! Empathy can be very helpful here. Customers are more likely to want to do business with someone who "has been there" or knows how they feel.
Not Being Honest and Keeping Customers Updated. This is so important. I can think of one instance, in particular, in which I wasn't kept updated, or in the "loop." It's frustrating, as a customer. You want to build trust (and they will come back and hopefully send others your way).
Never, Never show your agitation. Yes- working with customers can be infuriating, but NEVER, EVER let them see your anger. It's not a lot different than dealing with children. They can sense your frustration!
Taking Too Long. No one wants to be forgotten (and I can tell you, that's how they will feel...forgotten). As I stated earlier, the number one rule of customer service is to put yourself in their shoes.
Not Using Clear Language. Try to avoid jargon or any analogies that might make them feel stupid. Use clear, concise, and plain language when explaining things to customers.
Being Rude or Impolite. This seems to be Business 101, but sometimes we all let emotions take charge and we say or do things we shouldn't. I can't stress how important it is to be polite all the time and remember "the customer is always right." They didn't HAVE to choose you over your competitors. You want to keep their business (now and in the future) and have them give you good referrals to others.
Not Resolving the Problem. You want to find the customer a quick solution to their problem. The more you take off their plate and make their life easier, the happier they will be. If you don't solve their problem, are they likely to want to return to you for business and refer others?....no!
Not Listening to Client. You want to listen, really listen, to your customers in order to understand their needs. We were given two ears and one mouth for a reason. Once you have heard their problem, you can offer them the best solution possible.
Not Being Professional- It is important to present yourself in a positive manner. When I was starting my professional career, something one of my superiors said has always stuck out in my mind..."Dress for the job you want." Look at what other business professionals wear and what they do. Look at their online profiles. In this day and age of social media, people do their research before they hire someone. They want someone professional. It is important to appear professional, but it is equally important to know your product inside and out, as well as staying current on trends and news in your line of work.
Not Being Willing to Do What the Customer Wants. This goes back to the listening. Have you REALLY listened to your customer? If the answer is yes and you know your product really well, you will be able to provide them with the best solution possible. I will reiterate one of my earlier points...the customer is always right. You have to be willing to do what the customer wants, however outrageous it may seem!
Looking for six ways to improve customer service? Click HERE!
If you are cognizant of these 10 things, you can avoid falling into the bad customer service trap and you can rise to the top of the customer service game. As a result, you can turn one-time customers into lifelong customers and gain more referrals. You want your brand or company to evoke positive feelings.
How can we help you with improving your Customer Service?
Microsoft Dynamics CRM is designed with the principle of providing excellent service for your customers. To learn more about how a CRM can enable you to accomplish this read our blog titled Six Reasons You Need a CRM. To discover more about Microsoft Dynamics 365 CRM and how it can help your business visit our blog. Let enCloud9 demonstrate to you the power of a good CRM, in regards to customer service. Contact us today and tell us about your needs. We look forward to building a solution that works for you. enCloud9 is your Microsoft Dynamics partner. Let us guide you in achieving the best results possible. Click here to learn more about enCloud9 and the excellent support and service we provide to our customers. The key to keeping return customers is providing excellent service. Read what some of our happy customers say.
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