Customer Service do’s and don’ts
Customer service is vital to every business and its customers. Having a customer service team that is trustworthy and supportive is fundamental to developing key relationships with customers and ensuring they remain loyal, which every business understands is hard but attainable.
Here are some helpful tips and golden rules on what you shall and shall not do in customer service:
Assign Tasks: Amongst your customer service team, ensuring that everybody is aware of their duties in the team as well as a sense of hierarchy is very important. This is vital when handling customers because some will demand to talk to a supervisor or a higher authority when a complaint has a potential to be more serious. Also, your customer service quality is improved as understanding your duty and the kind of customer service offered is crucial when providing the right information and not misinforming a customer.
Be Accountable: Taking responsibility as an organization when a customer experiences a service or product which is not what they anticipated or is less than the expected standard is part of providing good customer service. It is important to be sincere and apologize to the customer when striving to maintain good relationships with them to prevent them from using the product or service of a competitor. Efficiently and effectively managing the issue will let the customer understand that you’re truly concerned and are making an effort to remedy the situation immediately, instead of letting them be disappointed more with the product.
Comprehensible Information: It is imperative for you to have a page on your website dedicated to assisting customers who have issues with a product or service. It could be an email, a phone number or a question and answer sheet. If customers can easily find information, they will most likely continue to have confidence in your brand and will hopefully be more considerate when it’s about handling their concerns. Also, when customers get in touch with you through telephone or email, make sure you have a reply that is explicit and efficient, whether this is answering their questions or providing them with a timeframe of when you can resolve the issue, it will reassure the customer that you are very much interested in helping them.
Goodwill Gesture: Lots of customers love it when they get a sorry ‘gift’ as compensation for their dissatisfaction in your products or services. After you have dealt with the problem and come to understand why the problem occurred, apologize and offer them something to make them return and continue to make use of your product or service. For instance, you can offer them a 10% off their next purchase and provide them with an incentive to come back and not wander off to your competition. In the same way, this shows the customer that you take full responsibility for the issue and that you value their opinion a lot.
Golden rules – what you shall not do in Customer Service
Rush A Response: Even though it is important to be efficient when handling complaints of customers, your message must be understood. Avoid rushing through a response or including information that you aren’t sure of. This can bring about more errors and add to the customer’s displeasure, thereby worsening matters. Provide your clients with only the information that you’re certain is correct after confirming from authority, or else, this could cause damage to your relationships with customers and the company’s image.
Hold the Customer Responsible: In the past, some companies used the technique of blaming its clients for having a sluggish and indifferent client service team. For instance, when you call a company with an automated message that says things like ‘we’re getting too many phone calls currently, and we’ll get to you as soon as we can’ is in other words blaming it on the customers for calling instead of considering that the fault could be theirs. Putting up an approach like that will ensure that consumers lose confidence in the product automatically and wouldn’t want to risk experiencing such with you again. Also, this might defy any assurances you may have given concerning your brand probably being customer-centric or how much you value your customers.
Make Things Worse: Avoid overcomplicating things when handling a customer’s complaint. Issues must be resolved as fast as possible. It is extremely important that you find out exactly what the problem is before responding so you don go back and forth to the client with numerous questions which may be perceived as being dishonest and make matters worse. Also, several companies provide impersonal automated responses which may be inclusive of information that’s false. As I made mention of previously, it is ideal to provide a timeframe to avoid customers getting frustrated while waiting around. Though an automated email might provide a 24hour response, it does not take into account the number of complaints that may come in that very day or other factors that could delay the response time.
Make False Promises: Do not go against the policies of your company and act unprofessionally when dealing with client complaints. This is extremely important both for building customer relationships and also making sure that your customer service team does not earn a bad reputation which invariably affects your brand. In the same way, make sure that you don’t feed consumers with false information so as not to further disappoint them. When clients are disappointed with your product, or someone acts unprofessionally toward them, they will surely make it obvious to you. Some of them could decide to pour out their grievances on social media, making this visible to a larger audience which might affect brand image and future client relationships.
In general, a customer service team that is successful has good leadership and understands exactly what is expected of them from clients. Approaching client service effectively and your ability to cope with all kinds of consumers are vital in retaining customers and showing a positive brand image.