Customer service is a difficult task to master and, one negative incident is more than enough to lose a customer, forever. In this article, we will explore the common characteristics that lead to bad customer service. Bad customer service can lead to huge losses, and in order to avoid that, it is important that alternatives are put in place.
With the right alternative and ticketing system in place, you can serve your customer better and more efficiently.
1. Failing to greet customers when they get in touch with you
Failing to acknowledge your customer that is getting in touch with your business will make them feel alienated, and will make them feel that they are not valued.
2. Hanging up on an angry client
It’s common knowledge that your agents don’t like being shouted upon. This is a problem that you cannot do much about. Even with an excellent ticketing system in place you won’t be able to deal with a customer who is angry and disgruntled.
But, sometime blowing off steam, can lead to the customer dealing with their concerns in a much more coherent and rational manner.
When you are dealing with a client who’s abusive, then get a senior to handle the matter. Don’t hang up on your customer, this will only lead to you losing them for good.
3. Don’t make your customers wait
No one wants to spend their time on the phone talking to a customer care executive. Your customers are getting in touch with you because they are not able to figure out your service or product. In such a scenario, making them wait will only lead to your customers getting more disgruntled. In case, you feel you cannot give them a solution on time, tell them that you will get in touch with them at a later time. Use an effective phone ticketing system that will allow you to schedule the call for a later time. Your customers will appreciate the fact that you are not wasting their time, and can get back to their work.
4. Ask before putting a call on hold
This point is more in line with the above point. Never put your customers call on hold without asking them first. Ensure that you take their permission before your put their call on hold, because your customers are less likely to appreciate the fact that you put them on hold in the midst of an important conversation.
5. Keep the conversation’s tonality and style comprehensible for the customers.
This is more apt for businesses that are providing products and services that are of technical nature. Implying, if you are in the business of providing software products/services, or industrial machinery, your customers who are calling you might not have the apt knowledge to understand the jargons that’s generally used when dealing with the product. You have to talk to your customers and communicate in a language that’s easy to understand. Make sure to keep the language simple and leave no chance for a misunderstanding when explaining company policies and procedures.
Bad customer service is very much prevalent in the customer care industry. But, the problem is not unsolvable. With care and consideration many of the issues that leads to bad customer’s service can be eliminated. The above points are only some many that you need to employ to ensure you have a smooth customer service system in place. Along with that have a competent ticketing system in place that will ensure that your agents can rely on a robust platform when dealing with an array of customer requests coming their way.