Customer service is one of the most important yet sensitive areas of any business or service. If good customer service ensures to grow a business then a bad one can surely take it down in no time. As customers are the most valuable asset to any service or business, so customer service shows how dedicated the brand or business is to provide its best to the customers.
The majority of the people before picking a service, check their customer service satisfaction rate because it tells you a lot about a service. For instance, if you are looking for a good internet service provider based on customer service satisfaction rate you can go for AT&T internet service. You can simply call on AT&T customer service phone number to get directed to their customer service agent and they’ll guide you from there.
You must know by now what do you have to do to make your customer service exceptional but many people still don’t have an idea of what things to avoid in customer service.
Some of the biggest ‘DON’T’s in your customer service should be:
Don’t be unprofessional
One of the biggest mistakes customer service agents do is they get unprofessional at a certain point with their customers. Using informal language or even slight differences in your tone will be easily caught by your customer and it will leave a bad impression about your service on them.
A small carelessness by your customer service staff can result in losing a very loyal customer to you. Try to train them to be as professional as they can to the end.
Do not bombard with information
When customers contact the customer support service often they want to get an issue resolved which they are facing with your service. A big mistake an agent can do is bombard the customers with information related to new packages and discounts. If the customer has not asked about it then try to avoid giving them so much extra information which they have nothing to do with.
But if the customer is calling you to ask about your new packages and deals then feel free to be a source of information. Even then try to stay as relevant as you can and try not to consume a lot of the valuable time of your customers.
Don’t avoid admitting your mistakes
One thing that can really put your customer’s mood off is when you do not take account of your actions or on the behalf of the service. Instead of arguing, just accept where you are wrong and apologize to the customer. Ensure them that you will fix this problem and they will not face any further inconvenience with your services.
This will not only help you gain your customers’ respect but they will also acknowledge your service and brand as a responsible one for admitting mistakes at their end. Always keep in mind that the customer is right and take the criticism coming from their side as a constructive one. Make sure you later work on those areas to improve your services.
Don’t make empty promises
If your customer comes up to you with an issue in the service you are providing and you know it’s going to take a solid day or two to troubleshoot then you tell them what it is. Do not keep them hanging or give them false hope that their issue will be resolved in some time. Empty promises and commitment will only make you lose that customer’s trust.
If you have gone ahead and already made a promise to your customer then go an extra mile to fulfill them too. Because customers always remember if you break a promise or make false commitments. If you need to grow your business then you should gain the trust of your customers and broken promises won’t make it happen.
Don’t leave your customers on hold
Long waiting times are one of the biggest turn-offs for any customer. Avoid putting customers on hold for too long. This will make them lose interest in your service and they might consider switching to another service for help. When your customers contact the customer support service, chances are that they are already too frustrated with a problem in your service.
Keeping them on hold for too long will only make them more agitated and exhausted with your services. So avoid keeping them waiting for a longer time, get back to them as soon as possible even if you’ve asked for some time to hold.
Don’t be dishonest
Lying or staying untrue to your customer might be the biggest mistake you could do. Because your customer will eventually find out what is the truth behind situation and that will only ruin your reputation and band mage to them. So try to stay honest and true to your customer as truth and honesty never go wasted.
You will only gain a bunch of loyal and satisfied customers when you stay true to them. And gaining the trust of your customers is extremely important for your service and business to flourish.
Wrapping it up:
When you are working a lot to make your customer service better you need to keep in mind what you must avoid in your customer service too. We have mentioned above the DON’Ts of customer service which you should keep in check so that while adding all the good things to your service you must exclude things that will push you back.
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