5 Customer Service Mistakes That Will Ruin Relationships and Repeat Business
According to entrepreneur and “Shark Tank” investor Daymond John, “Customer service is more important than anything else in your business.” Without high-level customer service, you can kiss repeat business goodbye. There are far too many companies that get a lot of customer service practices right only to undo their good work by committing avoidable errors. Here are some of the most common customer service killers and advice on how to avoid them. POOR LISTENING SKILLS There is nothing more frustrating for a customer than feeling like they’re talking to a brick wall. Having a system for customer complaints and feedback isn’t a bad idea, but being inflexible is. Remember that you’re talking to a person. The more closely you listen, the better you’ll be able
on customer service every step of the way rather than only using it as damage control, and you’ll start getting those five-star reviews.
TOO MUCH AUTOMATION Chat services, artificial intelligence, call trees, and automated emails are all excellent tools to have in your customer-service arsenal. They can cut costs and increase engagement. The danger comes in not providing customers ways to bypass impersonal service. Provide these options, but don’t cut out human interaction entirely. That way, you’ll be able to provide an experience tailored to the preference of each customer. FORGETTING YOUR MANNERS This might sound basic, but you’d be shocked by how often politeness gets overlooked. The most important phrases a customer service rep can learn are “thank you” and “I’m sorry.” Practicing good manners goes a long way in building trust and ensuring customers feel cared for.
to address their concerns. Rob Pace, CEO of feedback software company HundredX, says, “The ultimate goal is for the customer to feel they are heard.” ONLY BEING REACTIVE Customer service doesn’t just happen on the back end. Working to create a great experience on the front end will impress customers and cut down on those after-purchase calls. To quote Jeff Bezos, “The best customer service is if the customer doesn’t need to call you.” Focus
REPETITION, REPETITION, REPETITION If you have a customer on the phone, you should never make them tell you the same thing twice. Information should be recorded and easy to hand off in the event of an escalation. You can bet that the third time you ask for a customer’s email, they’ll respond with a mountain of irritation.
Take a Break!
Charred
CHILI-CHEESE CORN
Ingredients
•
4 ears of corn, husked
•
1/4 cup fresh lime juice
•
4 tablespoons high smoke- point oil, such as canola or vegetable
•
2 ounces fresh cotija cheese (or feta), crumbled
•
1/4 cup cilantro
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1 large shallot, thinly sliced
•
Salt and pepper, to taste
•
1/2 red chili (such as Freson) or jalapeño, thinly sliced
Directions
•
Heat grill to medium.
• Brush corn with 2 tablespoons oil and grill until visibly charred, 10–12 minutes. • Cut kernels off cob and combine with shallots, chilis, lime juice, cheese, and remaining oil. • Season with salt and pepper, garnish with cilantro, and serve
Inspired by Bon Appetit
717-652-5187 • 3
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