Top 10 Customer Service Mistakes Companies Make
As any business owner probably knows, customer service is the backbone to a successful company. If you provide good service, your company will thrive. If you make customer service mistakes, you may be one of the thousands each year that stays in the red or takes it a step further and closes its doors.
Because customer service is so important it is crucial that companies know not only how to provide good service, but also how to avoid mistakes.
Quiet Customers Can Slip Away
“I feel the number one mistake in customer service is assuming everything is all right in your business relationships,” explains Diane Swirka, a customer service veteran who is the Public Relations Manager at Kinetic Expressions Dance Academy in Daytona Beach. “A quiet customer, the one you think is pleased with your goods or services, can often just slip away without letting you know why.”
It’s important to pay attention to the quiet customers, the ones who don’t complain but who may not be happy nevertheless. These customers who you think are happy with your service may be slipping away due to company’s customer service mistakes of which you are unaware.
Customer Service Mistakes
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- Not asking your customers for honest feedback on how your company is doing. By doing this you will get valuable information that can be used to make improvements.
- Taking too long to respond to or acknowledge customer complaints. It is important to acknowledge them as quickly as possible.
- Not giving employees the power to help customers who have complaints. Employees who have the power to help can resolve customer complaints quickly and save the relationship.
- Not covering all bases, such as monitoring social media, and assuming that it won’t matter. Many people today will contact businesses through email and social media accounts, so it is important to have someone read and respond to those.
- Having no clear plan in place for how to deal with customer service complaints. All employees should know what the process is and how to follow it.
- Not engaging in proper customer service training for all employees. Good customer service is everyone’s job, making it crucial that the whole team be on board.
- Not providing a clear way for customers to lodge their complaints or provide feedback. This process needs to be easy, so they feel you want to hear from them.
- Doing more talking than listening. Most customers want to be heard and to feel that you care about their complaint and problem. Always do more listening than talking.
- Trying to be right or win the disagreement, rather than trying to do what’s best for the business relationship.
- Not keeping promises. If you tell the customer you plan to do something for them, then it’s important to do it. This will help build trust.
“Compliments are delightful, but the critiques are where you truly learn the gaps in your business relationship,” adds Swirka. “If you’re lucky enough to receive a critique/criticism, consider it a gift. This is an opportunity for you as a customer service representative to make things right and keep your customers coming back.”