Most who work in the field customer service would agree that it's must easier to manage a happy customer than a mad one. Many of them who became angry with customer service do so over simple the mistake that could have been easily avoided right from from the beginning of transaction. Their have four common customer service mistake made in business everyday and steps to avoid those mistakes before they ever happen.
Setting Up a Hostile Environment:
Most of customer have walked into a business at one time or another, only to be ignored by staff member or treated rudely from the first greeting. This set up a combative environment that does not bode well for a satisfying experience or a happy customer. The company should train staff in hospitality or cultivate a service mind.
Ignoring a Customer's problem:
Whether the customer service rep doesn't listen to the customer's issue, customer that don't get their specific problem addressed become a problem for customer service reps. So staff really listen to their customer and follow it through to completion explain that customers communicate with more than word, use heeding tone, body language and other non-verbal signals will help reps understand where a customer is coming from.
Failing to Follow Through on a Customer's Request:
When customer come with a request, they expects the customer service representative to follow it to complete. When this doesn't happen, an angry, frustrated customer is usually the result. Thus, the accountability is the key to avoiding this customer service mistake. Create an environment where the reps understand that if they are first point of contact for a customer, they must also be the last. When CSRs know they will be held accountable for that customer's satisfaction, they will be more likely to follow through on a request until it's completed.
Trying a Customer's Patience:
Event the most customer patience customer have their boiling point, and once that point is reached, it's much more challenging to create a happy experience for that customer overall. Customer expect that service it fast. efficient and accurate and your business is responsible to provide it. Therefor, if customer service are frustrating customers, it maybe time to streaming some of them into a more efficient process. Thorough training of customer service reps is also essential to ensure customers enjoy a fast, accurate transaction ever time they walk in to business.
Hospitality is very very important. When a customer visiting your business it's the same as when having a guest in to your home, you want them to feel comfortable and welcome. Showing such a hospitality can foster a great customer relationship.
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