Your customers are the most important part of your business. Caring for their needs is crucial. Doing it correctly can help make sure your customers will continue to shop with you in the future. It is also one of the best ways to draw in new customers.
With any business, there are several ways you can take care of your customers. Finding the best ways to do so is the best way to make sure your customer support strategies are working properly. Unfortunately, there are also plenty of mistakes to make. Here are some of the top mistakes businesses make in terms of customer support and how to avoid them.
Mistake 1: Not Communicating
It’s almost a guarantee that there will be mistakes made in the course of doing business with a customer. However, many businesses choose to ignore these mistakes and not communicate with the customer about them. Unfortunately, this is actually something that can make the customer angry and decide to avoid doing business with you in the future.
Instead of ignoring mistakes, own up to them. Customers love when a business admits they have made a mistake and tries to correct it. Don’t give excuses for the mistake, simply apologize and work with the customer to make them happy. Then, you can work behind the scenes to make sure you don’t make the same mistake twice.
Mistake 2: Not Thanking Customers for Feedback
Even bad feedback can be a good thing. It helps you learn about your company and what could use some improvement. One mistake that companies tend to make is only focusing on positive feedback and ignoring the rest. This can actually reflect pretty poorly on your company and make it appear that you don’t care about what your customers have to say.
To solve this issue, make sure you are taking time to review the feedback you are receiving from your customers. If the feedback is negative, thank the customer for their feedback and discuss with them what you could do to improve the situation. For feedback that is positive, reply with a note of gratitude and a promise to keep up the good work.
Mistake 3: Not Valuing your Customers’ Time
Finally, there isn’t a faster way to drive customers away than wasting their time. This is often seen when companies fail to listen to their customers. For example, when a customer calls a support line with concerns or questions, it is common to need to transfer them to another associate. The mistake occurs when the customer continually needs to start their conversation over when they get to a new person.
This is a frustrating situation and one that many customers complain about regarding quite a few companies. However, there is a simple way to solve this problem. When a customer calls into a company, the employee should listen to their concerns. Instead of just transferring them to another associate, they should then bring the correct associate on the line with them and explain the situation. Another option is for the employee to call the correct employee themselves and explain the situation before the customer comes on the line again.
This helps to get the customer to the right person who can help them with their question or issue. It will also not cause them to have the need to feel as though they are starting over with someone new each time they are transferred either. In the end, this can help improve the situation and keep them from becoming frustrated with the call.
These mistakes will cause any business’s customer service rating to plummet. In order to stay on top of the customer support industry, make sure you avoid them when at all possible.
Learn more about Snappy Customer Support.