Customer service is a vital part of any business. It can make or break a company. There are a few traps that businesses can fall into when it comes to customer service.
Not being able to empathize with the customer
Here are 5 traps to avoid:
It’s important to be able to see things from the customer’s perspective and understand their needs. If you can’t do that, you won’t be able to provide them with the best possible service.
The best way to provide excellent customer service is to always be available to answer questions and help solve problems. Customers should never feel like they are being ignored or that their business is not important to you.
It is also important to keep your promises. If you tell a customer you will do something, make sure you do it. Customers appreciate it when businesses keep their word.
Finally, always show appreciation for your customers. Thank them for their business and let them know you appreciate their patronage.
Not being able to keep calm under pressure
When customers are unhappy, they can be very vocal about it. You need to be able to keep your cool and not let the situation get the better of you.
How would you deal with a dissatisfied customer?
The first thing you should do is try to understand the customer’s complaint. Once you know what the problem is, you can try to resolve it. If you can’t resolve the problem, you should apologize to the customer and try to make things right.
In some cases, it may be necessary to refund the customer or give them a discount. Whatever you do, make sure you stay calm and professional.
Not being able to handle difficult customers
Some customers are indeed difficult to deal with, but it is important to remember that they are the reason you have a job. You need to be able to remain professional and keep your composure, even when they’re being unreasonable. It is also important to try to see things from their perspective and understand why they might be upset.
Of course, there are some customers who are simply impossible to please no matter what you do. In these cases, it is best to do your best and then move on. There is no sense in getting yourself worked up over someone who is never going to be happy.
Not being able to upsell
You need to be able to identify opportunities to upsell and cross-sell to customers. If you can’t do that, you’re missing out on potential sales.
Some ways to identify opportunities to upsell and cross-sell to customers include:
- Asking customers if they need help finding anything
- Offering complementary products
- Recommending similar or related products
- Asking customers if they are interested in any new products or services
- Inquiring about customers’ future plans or needs
Not being able to handle customer complaints
Complaints are a part of customer service. You need to be able to handle them in a professional and efficient manner.
When a customer complains, they are giving you the opportunity to retain their business and improve your service.
Here are some tips to handle customer complaints:
- Acknowledge the complaint
The first step is to acknowledge the complaint. Let the customer know that you are sorry for the problem and that you are taking steps to resolve it.
- Take responsibility
Even if the problem is not your fault, you need to take responsibility for resolving it. The customer does not care who is to blame, they just want the problem fixed.
- Keep the customer informed
Keep the customer informed of the progress you are making in resolving the problem. Let them know what you are doing and when you expect to have the problem resolved.
- Offer a solution
Offer a solution to the problem. If the problem cannot be completely resolved, offer a partial solution or compensation for the inconvenience.
- Follow up
Follow up with the customer after the problem has been resolved. Make sure they are satisfied with the resolution and that the problem will not happen again.
In conclusion, there are five traps in customer service to avoid.
They are: not listening, not empathizing, not being patient, not being clear, and not taking responsibility.
If you can avoid these traps, you will be well on your way to providing excellent customer service.
One of the best books on this subject I have had the pleasure to read and implement is: HelpDesk Habits by my friend and colleague – Mark Copeman – Yes its aimed at IT Professionals but its got a load of info for any help desk staff. read it and learn more about how excellent customer service can help your business grow.