customer service: Top Mistakes Made by Customer Service Professionals
- Lack Of Knowledge
84% of customers are frustrated when the service agent does not have information. Make sure you have all the needed information at your fingertips.
- Not Being Honest
When talking about your products or services always be honest, and if your company doesn’t provide what a customer is looking for, admit it without giving misleading information or false promises.
- Absence of Ownership
When mistakes happen (even if it wasn’t your fault), acknowledge that something went wrong and assure a customer you will do everything in your power to make things right.
- Not Being Friendly
73% of customers say they love a brand based on a friendly customer service rep. Smilling(even when on the telephone), showing a helpul attitude and making a customer feel comfortable is a must-have.
- Not Listening
Active listening is one of the most important soft skills for service reps, and the key to understanding a customer’s problem and resolving it quickly and successfully.
- Talking too Much
72% of customers say that valuing their time is the most important thing that a company can do to provide them with good service. Don’t overload customers with unnecessary information.
- Not Apologizing
When dealing with frustrated and dissatified customers, a sincere apology is very often enough to calm the cutomer’s anger.
- Not asking Questions
Stop making assumptions and start asking your customers more questions to get to the core of the issue or to fing out what the customer really wants.
- Using Jargon
Always use simple and understandable Language while avoiding slang. Don’t assume that everyone is familliar with your company’s acronyms or buzz words.
- Oversing Scripts
While Scripted answers can be great time savers for service agents, using them too often might, make you sound like an automated program and indicate to a customer that you don’t really care.
- Arguing with Customers
You can’t win an argument with a customer, when the customer is wrong, there are always ways to help them understand it without. throwing it in their face.
- Showing no Empathy
Customer service inevitably comes down to one simple things, how you made the customer feel. Try walking in your customers’ Shoes and always treat them with patience and empathy.
13. Lack of Manners
- 66% of Customers are most frustrated from interacting with employees who are rude or unfriendly. Showing excellent manners will guarantee a positive experience.
14. Not Delivering on Promises
95% of Customers tell others about a bad experience with a company, Never promise what you can’t deliver, and if you do promise, deliver no matter what.
- Taking Customers for Granted
62% of consumers don’t believe that the brands they’re most loyal to are doing enough to reward them. Never stop showing customers how much you appreciate them.