Customer service fails– something that every business may face at some point in time or the other.
Well! Obviously, they are not doing the needful. Customer service fails eventually lead to dissatisfied customers and the reason for this may be anything from bad employee choices to neglecting customer efforts!
Here are some of the reasons that otherwise go unattended but may actually be contributing to your business’s customer service failure.
Not hiring the right people:
When hiring candidates for customer support team, competence shouldn’t be the only basis. There’s a lot more to consider. The best candidates to be hired are the ones with exceptional aptitude for customer service, versatility to cope up with any kind of issues, flexibility to be molded in a way business requires and the ability to fit into the company’s culture.
Neglecting regular training sessions:
Businesses often rely on a one-time onboarding training for the newly hired employees. They believe that’s all that their employees need to serve their customers. Businesses rather need to put their employees through regular training sessions so as to brush up their skills, make them learn about the latest trends in customer service, help them adapt to the cutting edge technology and most importantly recall the basics and continue to build on that foundation.
Not appreciating the employees:
Appreciation is a great way to motivate your employees. Your employees need to be appreciated when they do a good job, just like they need to be guided when they commit mistakes. That’s important to make them feel valued and motivate them further. Neglecting your employees’ exceptional performances would only demotivate them which would further lead to a customer service failure.
Not being there for your customers:
A business cannot thrive without its customers. So, leaving your customers queries unattended or not being available when they need your assistance would simply piss them off. So, ensure that you provide an easy way of contacting you. Provide your accurate phone number, live chat, email address, a social channel on your website and help your customers get all their queries resolved and complaints heard at once.
Not providing self-service:
This is one of the most common customer services fails. An absence of self-service options on your website burdens your customer service representatives. It further causes your customers to abandon your website without getting their queries resolved. As a matter of fact, the customers today want and expect self-service options for a quicker and easier problem resolution.
Eliminate all these customer services fails and show your customers that you value their time. That’s how you please your customers (wink)!