We have all heard it said that a service by a particular business, when it exceeds your expectations, is done from the heart. I do not doubt that but it is also my belief that customer service is the heart of any business, no matter its size.
If money or finance is the lifeblood of a business, we can then assume that there would not be (financial) blockage as long as the heart (customer service) is healthy and strong. If it isn’t, then your business may just as well suffer from cardiac arrest.
Running a business is tough and the economy does not make it any easier. The competition is fierce and only the fittest survive in the urban business jungle.
Nowadays, it is not just about satisfying the expectations of the customer but going above and beyond it. Investing on strong customer service is one asset which you could take directly to the bank.
1. Not Listening or Just Pretending to Listen
Isn’t it irritating when, after your shameless tirade of what you don’t like with their product or service, the person you’re talking to gets it all wrong or worse, does not get anything at all? In my opinion, this is one of the most rampant problems when it comes to customer service. Nobody likes to be ignored and the fact that your customer contacts you means that they have something to say. Listen, learn and act accordingly.
2. Over Apologizing but Under Delivering
Have you ever called the customer service department of any company? Of course you have! Have you ever felt that you were apologized to for most of the conversation? At one point, most of us have. It almost sounds as if customer service representatives are reading from a script which says “apologize to the customer every five minutes”. After everything’s been said, you’ll find that nothing has been done.
As a business owner, you can apologize for any inconvenience once or twice but your customer will not really focus on your apologies. They want something done to rectify a complaint. Wouldn’t it be nicer if we hear “I’m sorry for the inconvenience this has caused you. This is what I’m going to do to resolve this.” Say less and do more. I guarantee, your customers would gladly appreciate it.
3. Being Inaccessible
Nothing would repel customers more than realizing that after the sale has been made and they found that they have a problem with your product, your company cannot be reached anymore. You have to remember that selling is just a part of the big picture. A customer’s after-sales experience is important because it may just be the reason why they would want to come back.
4. Placing Untrained Staff at the Helm of Your Business
At some point, your employees are new in their positions. Everyone has a learning curve and while traversing this curve may cause frustration on you as a business owner, you better believe it’s going to be ten times more frustrating for a customer who’s already frustrated or well on their way to be. Your newbies should have a supervisor who checks in on their customers from time to time so as to relieve tension even before it sets in.
If you haven’t received a complaint from customers, I dare say you haven’t been in business long enough. The complaints your business receives are not a direct attack to bring your business down.
When acted upon, those complaints are opportunities to strengthen your position in the business industry. Which customer service mistake has threatened to cripple your business? What did you do to enhance your customer’s experience? Share it in the comments.