4 Critical Customer Service Mistakes
Even in a tough situation, making sure the customer feels heard and attended to is very important, and you don’t want to make any mistakes that could make them feel otherwise. Read on for critical customer service mistakes to avoid.
Working with customers can get tricky, but it is important to remember proper customer service practices. Even in a tough situation, making sure the customer feels heard and attended to is very important, and you don’t want to make any mistakes that could make them feel otherwise.
1. Acting like you don’t care. If we don’t take an interest in the customer, why should they bother to remain interested in our business? It’s an age-old concept – treat others how you want to be treated. It doesn’t require a lot of work, but taking the time to make sure all customers are attended to and happy will go a long way, and they are likely to stick around and keep coming back if they feel cared for!
2. Not listening. Allow customer to fully explain their point of view before offering solutions and trying to fix their problem. So often instead of listening to what someone else is saying, we are waiting for them to stop talking so we can get to whatever we want to say. Take the time to listen, make them feel heard, and address specific concerns they express to show you are paying attention. Customers who feel heard and understood will want to come back.
3. Losing our temper. It’s easy to do, as none of us are perfect, but losing your temper with a customer can destroy a customer relationship. Practicing patience, even in frustrating situations, will help the situation from escalating and avoid tension. Taking the high road and always prioritizing the customer’s satisfaction is a worthwhile investment for the success of your business because it will keep customers coming to you instead of taking their business elsewhere because they associate your business with negativity and frustration.
4. Not seeing things from the customer’s point of view. Often we have the habit of only focusing on our needs and concerns, and we forget that not all people share those same needs. Especially in the dynamic between businesses and customers, there are different concerns present for each party. Just because something does not seem to be a big deal to you as a business owner, put yourself in the shoes of your customers and think, “if I were a customer, what would meet my needs?” Even outlining some common needs of your customers for reference, later on, could be a useful guideline.