5 Annoying Mistakes to Avoid in Customer Service (And What You Should Do Instead)

Customer service matters, regardless of the size of your business. Excellent service results in satisfied customers who will spread the word about your company and brand. Similarly, poor customer service results in negative publicity that damages your reputation and creates angry online reviews and comments that can go viral. When you recognize customer service as a valuable marketing tool, you’ll want to provide an excellent experience for your customers by avoiding the following five mistakes and doing useful things instead.

5-annoying-mistakes-to-avoid-in-customer-serviceImage credit: geralt

  1. IGNORING YOUR CUSTOMERS

    Ignoring clients who enter your store or send you email messages will cause them to feel annoyed and unimportant, so renew your effort to pay attention and listen to anyone interacts with your company. When you show people that you don’t care if they shop or communicate with you, they will naturally feel offended and take their shopping list and money to another store.

    When people visit your establishment, address them in a friendly way and make yourself available to answer questions or supply information about your products and services. Similarly, when someone sends an inquiry via email or social media, someone on your staff should quickly respond.

    Even if a question requires extensive research, acknowledge the request and inform the client that you need additional time to provide an adequate response. Rather than letting your phone go to voicemail, answer it and give your callers the attention they deserve. Meanwhile, monitor your social media channels so you can acknowledge and respond to everyone who wants to communicate with your firm.

  2. SELLING AGGRESSIVELY

    While acknowledging the importance of every sale, don’t make the mistake of taking an aggressive approach when selling to your prospective customers. For example, don’t follow people as they shop in your store or pressure them to make a buying decision by bombarding them on social media. If you push your customers too hard, you’ll alienate them and cause them to think poorly of your brand.

    Instead, gently guide them to recognize you as the perfect solution for their problems. In other words, teach them. Provide useful articles, videos, and other types of content to give them valuable information about your products and services. You don’t have to spend a lot of money – think outside the box and leverage useful educational technologies to give your customers value. For example, you can organize a webinar and teach your customers about your industry. You can create a mobile app and provide tips on how to use your products.

    The possibilities and numerous, and the point is clear – when you educate people rather than browbeat them, you make them feel appreciated. In the end, they will more likely buy from you.

  3. SOUNDING LIKE A ROBOT

    Customer service involves building relationships, so make sure everyone who interacts with your business feels a personalized human touch. Don’t respond to everyone with prefabricated email messages or rehearsed scripts. You will annoy the people who need to buy from you if you treat them with the sterile indifference of a robot.

    Ditch formalities and structured approaches to customer service. Instead, let your humanity shine. Smile and adopt a friendly attitude toward your prospects. Show them your sincere interest in their well-being and success. Don’t hesitate to use appropriate humor and informal language when communicating with others. Make yourself available and approachable, and you’ll attract people to your business.

  4. LASHING OUT

    Your right to have a bad day shouldn’t affect the way you treat your customers, so make sure you don’t lash out at anyone. When a foul mood overtakes you and you speak to customers with sarcasm and anger, you annoy them and cause them to re-evaluate whether they want to do business with you.

    Responding to angry customers in like manner will only make things worse. Speaking harshly to clients in the aftermath of a customer service nightmare will send a terrible message. What you should do instead is learn how to control your emotions and calm down after a stressful customer experience. Use deep breathing to help stabilize your emotions and relax. If you still fail and behave inappropriately, don’t hesitate to apologize and accept responsibility.

  5. NOT RESOLVING THEIR ISSUES

    You and your staff have many responsibilities during the day, so you will probably feel like ignoring difficult customer issues. Even when you don’t feel like tackling another problem, go ahead and do it. Customers deserve to have a good experience with your company, and they should confidently count on you to come through on their behalf.

    Quickly acknowledge every issue that comes to your attention. Even when you can’t provide an immediate solution, you should let your clients know that they have your attention. People will understand if you need more time to resolve their concerns, but they will grow impatient if they have no hope of getting the treatment they deserve. In light of all your efforts, don’t let issues drag on forever.

FINAL WORDS

Distinguish your company from others in your industry by avoiding the above annoying customer service mistakes. When you ignore your customers or aggressively try to make them buy your products, you will give them a negative experience that can harm your business for a long time. When you avoid common mistakes, however, you will provide outstanding customer service that will earn you an exemplary reputation and get you new clients.

 


natalie-smith-copywriterNatalie Smith is a freelance copywriter from Seattle who writes about topics related to marketing, customer service, social media, entrepreneurship, and business in general. You can reach her @Natalie Smith.

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