BUSINESS SPOTLIGHT: Big Customer Service Mistakes That You Should Avoid
By Space Coast Daily // December 23, 2017
Big mistakes in customer service can be very dangerous, not to mention the cost of fixing those mistakes! Providing good customer service (and avoiding those damaging reputation mistakes) starts by listening to the customer, and understanding their needs and wants.
Whilst it’s not always possible to prevent these big mistakes, many outcomes can be softened, if not prevented. In order to ensure your business’s customer service skills remain on top form this year, here are big customer service mistakes to avoid:
Failing To Listen To The Customer
Instead of assuming that you know what the customer wants, to find out exactly what the customer wants, businesses must listen to what they have to say. Failing to listen to the customer is a big mistake, and has cost businesses hundreds, if not thousands, of pounds in the past. In order to grow your business and provide excellent customer service, you must be able to identify what they need, and consider customer feedback to help grow your business. After all, it is the customer that has the buying power!
Being Reactive, Not Proactive
When it comes to providing great customer service, businesses must be proactive, meaning that they make the first step to helping customers, before the customer is even aware that there is an issue! Offering proactive customer service is far better than reactive customer service, because all businesses can, and do, provide reactive customer service. In order to leave customers amazed, you must go a step further with the customer service you provide. The best way to do this is by knowing your customers.
Just because something can be automated with the use of advanced technology doesn’t mean it should be! Whilst businesses across the globe are being pressured to move into the digital age to compete against leading brands, they often forget that automation does not guarantee savings and may not even benefit the consumer.
The point is, you shouldn’t automate something just because you have the resources to do so. Instead, consider your customer’s needs. Whilst some people prefer to speak to a member of staff over the phone, for example, others are more than happy to use online chat. It’s not impossible to accommodate every consumer’s needs, providing you understand your audience!
Not Giving Customers What They Want
Customers know what they need, and not providing them with what they need only sets your business up for failure. In fact, not giving customers what they want is one of the biggest and most costly customer service mistakes that must be avoided at all costs. Customer loyalty really is the key to success, so businesses should always focus on the customer, their wants and needs.
There are numerous big customer service mistakes that businesses should avoid, but fail to. In order to keep customers happy, businesses must listen to the customer. Likewise, they shouldn’t automate every other process. Whilst the customer service journey can be a lengthy process on some occasions depending on the type of business, it may surprise you how many people prefer to pick up the phone and speak to a member of staff than send a direct message on social media!
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