4 Customer Service Mistakes You Need To Avoid

4 Customer Service Mistakes You Need To Avoid English Article

“To err is human” but when it comes to customer service, you cannot afford to make any mistake. It could put your company’s reputation in jeopardy and can end up costing you a lot. For the success of any business, robust customer service is an integral part. If you have failed to satisfy even one caller, then trust us, it can negatively impact your company in the long run. Whether you are running a large enterprise or a small business, poor customer support can cost your company more than you can anticipate.

What is Customer Service?

If you have recently established your company and you are thinking about the meaning of customer service, then let us break it down for you. Essentially, it is a term that has been coined to describe the assistance of a business or a company for its consumers. Customer support offers their help before, during, and after the purchase from the company has been made. They are supposed to resolve issues or any problems that a client is faced with and also to answer their queries while keeping their behavior professional.

The thing is, no matter how good your product is, your company’s customer support is bound to get in contact with the clients, and if they are not aware of the gravity of how mistakes can put a company’s reputation a risk, then things can go downhill for your business quickly.

But don’t worry, we have put together a list of all these mistakes that your customer support should avoid, and keeping them in view, you can train the agents. So, without further ado, let’s get into it.

1. Making the Customer Wait Too Long

Ask yourself, do you like it when you call a company, and their agent keeps you hanging for too long that you start to run low on patience? Probably not, right? Now, put yourself in the shoes of your clients and then understand how they would feel if they are asked to wait too long for the agent to even listen to their query properly.

Most of the leading companies are successful largely due to their outstanding customer service. Take, for instance, Spectrum – a telecom company – that is known for its remarkable around-the-clock services. Not only this, the company offers inclusivity to their customers of Hispanic descent by offering Spectrum servicio al cliente in Spanish so that they can put forth their concerns and queries and get them answered without facing any language barrier. Also, the agents are available 24/7, and they never make you wait in line. 

2. Not Listening to Your Customer

One of the most important skills a customer support representative should practice is the art of listening. By listening, we don’t mean just listening to the customer while failing to understand what they are saying and where they are coming from. If an agent gives an answer that is not quite relevant to what the customer has asked, then it shows how poor the quality of your customer support is.

An agent should be all ears for the caller and try to listen, comprehend, and then give their answers instead of assuming what the customer could be trying to say. This also shows much your company values your clients by giving them undivided attention and taking notes of them.

3. Passing Callers Around

It annoys practically everyone when they call customer support only to get passed around because one of your agents fails to understand and solve their issue. It puts the caller off immediately when you pass them from one agent to another, especially when none of them successfully provides a solution to their problem or an answer to their question.

Showing incompetency in coming up with a solution actually renders the whole purpose of being a customer support agent. If you keep telling the caller that you don’t know how to solve their problem, then you are painting a very poor image of your company.

4. Losing Composure

As a customer service representative, your company’s agents will have to talk to all kinds of callers. Some might be calling to ask about a basic thing, while some could be angry due to some issue they might have encountered with your product. In this case, it comes quite handy when an agent knows how to keep their patience.

Thick skin can help you as an agent a lot, and customer support requires an individual to have thick skin or either develop it before jumping into this field. Even if the caller is passing rude remarks or threats, the representative should be able to keep their calm. An angry caller is already looking for reasons to walk away from your business, and you definitely don’t want to give them more.

In fact, dealing with an angry customer with a calm, composed and kind tone can turn the whole game around for your business, and they might even spread a positive word about you.

Final Verdict!

A customer support department can either make or break a company. If you don’t train your agents in the right way, then you can put your company’s reputation at a huge risk. This is why it is highly recommended that you must give them proper training and tell them to avoid the above-mentioned problem. Keep in mind that a satisfied customer is the ultimate key to the success of any company.