Common Mistakes in Customer Service

What are the common mistake in customer service.

The results of the services at any time and change the speed.

The service and links to organizations.

When it is offset by other things.

  The attitudes of individuals and organizations are very

  Create a positive image for a long time. If the defect is obvious.

This is an important job creation and destruction services.

-                    Not appearing like they care about the customer's complaint.
Often customer contact staffs don’t show that they care about a customer's concern, or may even get defensive when a customer complains. Perhaps it's a common complaint, so they've become callused because they've heard it so often. Or perhaps there's nothing they can do about this issue. If they would even act like they cared many problems would be resolved quicker, and the customer would feel that your business was concerned about their issue.

-                    Arguing with the customer.
You can't win an argument with a customer. Even if you win the disagreement, you lose the customer. When the customer is wrong, there are ways to help him understand without thowing it in his face.

-                    Role play with your staff common circumstances where the customer may be wrong, but trying to blame your company. Help them work out how to phrase it so the customer leaves with her dignity in tact, and stays your customer, rather than being embarrassed and more angry.

-                    Heading off these  common customer contact mistakes is not easy. It takes vigilance, caring and time on the manager's part. It takes your helping your staff see new ways to interact with customers, while still leaving them with their self-esteem. It is easy to yell and berate your staff. It's harder to coach them in a way that they want to improve.

• Inattentive Staff – When your customer walks into your business, employees are engaging in personal conversations, texting on their cell phones or finishing their lunch.

• Failure to Follow-Through with a Problem – Your service rep told a customer he would get an answer to his request, but he forgot to get back with him.

• Untrained Staff – A new or poorly-trained employee is unable to complete the customer’s transaction or answer questions about the customer’s business.

• Faulty Product or Process – The product the customer received didn’t work, or an automated process (like a delivery) didn’t come through.

• Multiple Transfers – The customer has to talk to multiple departments within your company before he can get an answer to his request.

• Failure to Listen – A customer service rep doesn’t listen closely to the customer’s problem, and now the customer has a “solution” that doesn’t meet his need.

-                    Your employees that bad at all. Sullen and convey it in a conversation with the customer and your employees hang your customers.

Nearly all businesses have encountered one or more of these customer service gaffes on occasion. The way in which you handle the situation will make all the difference for your customer. Studies have shown customers who has a complaint satisfied has the potential to patronize the business more than a customer who never had a complaint in the first place. There are a number of steps you can take to be sure that frustrated customer walks out of your business a happy customer once again.

What would you do  to    improve it.

Remedies for Customer Service Mishaps

-         The first thing to do when a customer has a complaint is to listen to the problem. Active listening will do more than convey interest and concern to the customer; it will also help your customer service rep accurately identify the root of the problem so she can recommend an effective solution. Once the problem has been verbalized, it is a good idea to paraphrase the problem back to the customer to ensure it was heard correctly.

-         In some cases, it might be helpful to ask the customer what she would like to see in terms of a solution to get an accurate idea of what the expectations are. Restaurants can take back a meal, airlines can change a ticket and computer stores can offer a replacement product. Once you know how to meet your customer’s expectations, see if there is anything you can do to exceed them. A free dessert, upgrade to first class or complementary software is often more than enough to let the customer know you are sorry for the mistake and are ready to go the extra mile to make him happy once again.

-         Customer service mistakes happen – it’s what you to about those mistakes that makes the difference for a customer. With a little service finesse, you can transform that mistake into an opportunity to transform an irritated customer into a loyal and happy patron.

Thank You For Your Attention