CUSTOMER SERVICE MISTAKES
In order to develop an appropriate strategy for customer service often trials and errors method is used. You may avoid at least some of them when you are aware of the most common mistakes. These include the following:
- Lack of interest - a vast majority of customers resigns because they have not been given sufficient attention. If the customer does not receive response to e-mails or cannot reach a company number, if he/she pays several visits to the company and has to introduce to the trader each time, there is a high risk that he/she will not use your offer and is likely to tell about this experience to others.
- Too long waiting time — when there are so many communication channels, problems with the length of time of service should not apply to customers. Still, there are situations that the customer has a problem with communicating with a trader or a company or has to wait too long for the installation, transport or delivery. For the customer it will be the symbol not only of a one-off event, but the poor functioning of the entire business.
- Dishonesty - since many customers resign because they face situations of concealing information relating to the offer. The complexity and length of contracts and the rules of procedure do not help in this situation. Similarly, as in the case of an employee who deliberately ignores important, difficult to notice at first glance information, or does not provide information on the costs of withdrawal from the agreement during its period. Even if this is a simple negligence, the customer has the feeling that he/she is not treated fairly.
- Holding other representatives of company responsible - at the time of a complaint, the seller should not shift the responsibility onto others working in the company. Customers are not interested in who had made the mistake, but in the solution of the problem. In such a situation, it may be useful to concentrate on action, to show involvement and concern.
- Not keeping promises — the customer resigns when a seller promises him a solution or information, and does not keep it. There is a high probability that in such circumstances the customer will use a competitor's offer.
- Incompetence — many customers resign as a result of mistakes made (and not repaired) by the other party, or because other party does not have sufficient expertise.
- The use of complex and incomprehensible language - it is very frequent in contact with financial, technological companies or car repair shops.