It seems as though everyone nowadays has their own advice about the “must haves” of customer
service. The list of what different people think you should do to be successful at giving good service seems like it will never end, so it can get confusing trying to remember it all. A simpler approach would be to remember the big “do nots” when it comes to service. In her article, “5 Key Customer Service Mistakes You Need to Avoid,” Jennifer Post points out what you should know.
- Relying on Machines
Automation is a tool everyone is starting to use. More stores are installing self-checkouts, restaurants are replacing cashiers with ordering kiosks, and online shopping is becoming increasingly popular. While this is taking the human touch away from your clients’ day-to-day activities, you can offer them a refreshing change of pace by keeping your customer service fairly non-automated. Few things are more frustrating than when you need help and you’re stuck dealing with a machine, so don’t subject your clients to that. Personalize your calls, emails, and everything else you are able to.
- Making Promises You Can’t Keep
This happens more often than most people care to admit. You guarantee that the product or service you’re selling to your clients will be flawless, you’ll keep in touch, etc. But will you? Live up to what you promise your clients or don’t promise it at all. The best way to fulfill your clients’ expectations is avoiding…
- Being Just Reactive
Being able to solve a problem when it arises is good. Preventing the problem before it happens is better. You can’t sit back and wait for things to happen. You need to be proactive in checking up on your clients and encouraging their feedback. It will alert you to potential problems you wouldn’t have noticed before and the outreach will help your clients feel appreciated and valued.
- Not Listening
Remember when I said few things are more frustrating than machine customer service? Being ignored is one of them. When your customers reach out to you for help or are proactively offering you feedback, listen to them. Not doing so has the potential to cause a slew of problems, ranging from clients feeling neglected to the development of a full-blown crisis because you ignored the warning signs. Listen to your clients and react ASAP.