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4 CUSTOMER EXPERIENCE KILLERS ThatWill Ruin Relationships and Repeat Business
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.
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. 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 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 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.
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.
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