There’s a lot of pressure running a business. Whether you’re trying to manage employees, keep track of your budget, or ensure you’re offering a high quality product, the responsibilities of a business owner are nearly endless. One thing that should not be overlooked is how you’re treating your customers. While it’s easy to dismiss customer complaints as hyperbolic, it’s possible you could be committing these big customer service mistakes.
Customers frequent your business because they trust you will deliver a service or product in an efficient manner. Nothing erodes that trust like a disorganized communication structure. Disorganization can lead to a slew of issues, including a lack of accountability and varying degrees of miscommunication. One way to add organization to your customer service is by implementing policies and systems that create uniformity and clarity for your customers.
Lack of Etiquette
If you think common courtesy is passe, you’re wrong. You can’t have good customer service without paying attention to your customers. While you don’t need to go overboard with pleasantries, remembering the basics such as “please,” “thank you,” and genuinely listening to your customers’ concerns can make a huge difference. It’s hard to gain repeat customers when your customers don’t feel like you actually care about them. Spend time with your team to make sure they not only understand what to say to customers, but why it’s important to say it.
No Customer Familiarity
A great company thrives from repeat customers. If you present a solid product or service, you’ll likely begin interacting with the same people over and over again. If your customers don’t feel like they’re able to build a rapport with you as they invest more time and money into your company, they will eventually look to your competitors. One way to ensure you keep track of your customer relationships is through software like Help.com’s customer service software, which keeps track of past conversations from both help desk and live chat in one app.
Poor or Little Standardization
Your employees’ behavior is representative of your brand. If your employees behave inconsistently with customers, that will reflect upon your company and send mixed messages to your customers. For example, if an employee isn’t sure about a specific policy, they may resort to guessing and improvising solutions that aren’t in line with the company. It’s extremely important that leadership invests time in properly documenting company policies and training employees to act in accordance with said rules.
Hard to Contact
The easiest way to alienate a customer is by being difficult to get in touch. Avoid frustration and negative reviews by removing any barriers to communication. Make sure your contact points are easy to find on search engines, your website, and your social media pages. With Help.com, you can add a widget to your website so customers can contact you with ease. The widget also serves as a quick way to save customer details in case you can’t respond immediately.