What gains the loyal following of your customers? Yeah, it has a lot to do with your product. Obviously, the people who are using your product or service want that product or service to be of a high-quality, but that’s not the main reasons that your customers come back for more. The thing that continually brings your customers back is exceptional customer service. People want to feel valued and they want to feel important. A product is only part of your business. Getting people back through your doors or back on your website is the job of your employees who are in regular interaction with them.
If you find your company struggling to gain a loyal following of customers, check your customer service staff, check your sales people, check all the people who are in constant contact with your customers. The problem of gaining and retaining customers has almost nothing to do with your product or service and everything to do with the way that you’re treating your customers.
Today, we’ll take a look at some common customer service mistakes and find out ways to fix them.
Training is the number one way to combat poor customer service. Every employee that enters your organization should go through a short customer service course. The employees who are dealing with customers on a regular basis should be given a little more extensive course on how to treat a customer. You want your employees to understand the importance of treating the customer right and that should be stressed everyday around the office.
Trying to Win an Argument
I can relate with this point. I’m all for a good argument. That’s just who I am. But, when it comes to arguing with a customer, that is a big “no-no.” The customer is always right. You can’t let your pride get in the way of a sale. Arguing with a customer is only going to lead to the loss of a steady customer and the possibility of a bad review.
Is your pride worth that loss of revenue? Don’t hurt your company by arguing over some pointless details, even if you are right.
Not Being Around
Joe is an employee at X company and he really enjoys his breaks. One day, he is in a back and forth email dialogue with a customer explaining one of the company’s products and the benefits that the customer can expect from it. He is doing a great job of talking up the product and getting the customer excited about purchasing it. However, in the middle of their thread, Joe decides to take a 15-minute break. When he comes back, something important grabs his attention and he completely forgets to pick back up on his conversation with the customer.
This is an example of poor customer service. Joe was doing a great job of talking up the product. He was being a great salesman, but then he made himself unavailable. The customer more than likely didn’t purchase the product and it was the result of Joe not being available. So, moral of the story, be available to your customer. It’s common courtesy and great customer service.
Failing to Keep a Promise
Finally, the last thing that I see individuals do that is the epitome of poor customer service is not keeping a promise. The first thing that I need to say about this topic is, never make a promise that you can’t keep. If you are really trying to win over a customer and you think you can promise them something, but you aren’t completely sure, don’t promise them that something.
Breaking a promise to a customer is a sure fire way to lose the business of that customer and everyone that that customer talks to about your business. Don’t lie to your customers. Just don’t do it.
Customer service is not a difficult thing. Remember to treat the customer like they are your best friend. Treat every customer fairly and greet everyone with a smile and you will find yourself pleasing your customers a lot more often than not.
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