Successful companies understand the importance of customer service. You’ve kept your nose to the grindstone to build a strong business that can survive the test of time, not to mention, you have a perfect team of aggressive and efficient workers, great caliber products and an agile system that promises to over-deliver. While everything looks acceptable to you, your business is in an uphill battle of tough competition. Sales are in limbo and you are becoming increasingly concerned.
So what went wrong? Your customer service sucks. According to recent studies, 62 percent of global consumers are no longer doing business with brands and organizations due to unsatisfactory customer service experience. In today’s retail environment, it is simply not enough to offer customers with exceptional products or services. Companies have to provide seamless customer service in order to keep them from coming back for more.
Many companies understand the significance of customer service and they take it seriously. Think about what Amazon, Apple, Fresh Direct and Google Shopping Express have in common? They are the best of the best when it comes to giving their customer an exceptional shopping experience.
Customer service is a key driver of customer retention and loyalty, which yields to enormous profitability. Below are five common damaging customer service mistakes, yet-avoidable, and how you can fix them altogether.
Not Paying Attention to your Customers
We know it’s a busy day, but this alone should not be a reason to ignore your potential customers. Make sure you are actively listening and giving every customer your complete attention. Ask questions and always seek a solution that works well for both parties.
Treating your Regulars way better than First-Timers
Each customer is extremely important, whether they are new or regulars. A person in a store is close to a buying decision and far closer than your average potential buyer on a list. One must treat each customer as if they were your only customer. Never give your regular customer a preferential treatment over new potential ones.
Letting your Customers Wait
Generally speaking, nobody enjoys waiting, especially if you are already annoyed about a product or having issues with a service. Always remember to try and deal with customers in a timely manner. Be clear with your response time and keep them updated. Your customers would definitely like to know that you respect their time and making them wait too long is a serious business killer.
Don’t Sell what your Customers Needs, Give them what they Want!
The possibilities are endless for influencing purchase behavior. Many customers are researching online before paying a visit to your store. When they come in, if your staff is poorly trained, they will either give them the product they are looking for or simply jut tell them, they don’t have it.
In either case, your customer will not get the opportunity to discover your other products or a premium item that will work well for them. In these types of circumstances, your store is going to be dependent on what your customer needs, rather than what you carry.
Stop Arguing with Customers
Whether it’s a legit complaint or not, never argue with your customers. Even if you don’t accept their issue, you need to acknowledge their thoughts and opt to finding a resolution instead.
Being successful when it comes to customer service is about being genuine in helping your customer. Another aspect is to make the whole process as easy as possible for the customers, so they feel valued. Try to avoid these common mistakes and focus on getting it right and surely you will be ahead of the game!