CUSTOMER SERVICE MISTAKES

I was recommended to a vendor by a colleague, unfortunately, the price quoted was higher than what my colleague had informed me earlier. I informed the vendor of my colleague's quoted fee, but he responded to me in a very rude manner. This made me feel bad and disappointed. If the vendor had been more diplomatic in his response and tried to explain/convince me why the price had increased, maybe I would have eventually purchased from him. However, I remained calm and decided to explore other vendor options instead

Well, It's possible that the vendor was simply having a bad day or was caught off guard by my request. However, this doesn't justify and it's not an excuse for him to be rude.

As a business owner, whether you operate alone or have a team, providing good customer service is essential for any business to succeed.

Several common mistakes can lead to bad customer service experiences. Here are five bad customer service practices to avoid and their solutions:

♦️IGNORING CUSTOMERS: One of the most common bad customer service practices is ignoring customers. This can happen when customers are put on hold for too long, or when their emails or messages are not replied to promptly.

👉SOLUTION: Ensure that you have enough staff to handle customer inquiries and that they are trained to respond to customers quickly and efficiently. Use technology, such as chatbots or automated responses, to acknowledge customer inquiries and let them know that their message has been received.

♦️LACK of EMPATHY: Another bad customer service practice is failing to empathize with customers. This can happen when staff members fail to listen to customers' concerns or come across as dismissive.

👉SOLUTION: Train your staff to actively listen to customers and make them feel heard. Encourage them to use positive language and to show empathy towards customers' concerns. Provide them with the resources to resolve customers' issues quickly and efficiently.

♦️INCONSISTENT SERVICE: Inconsistent service is another common problem that can lead to bad customer service experiences. This can happen when different staff members provide different levels of service, or when the quality of service varies depending on the time of day or the day of the week.

👉SOLUTION: Ensure that your staff is trained to provide consistent levels of service across all channels. Use technology, such as customer relationship management (CRM) software, to keep track of customer interactions and ensure that all staff members have access to the same information.

♦️LACK of TRANSPARENCY: Customers want to know what's happening with their orders and inquiries. Failing to provide them with updates or information can lead to a bad customer experience.

👉SOLUTION: Provide customers with regular updates on their orders and inquiries. Use automated notifications to keep customers informed about the status of their orders. If there are any delays or issues, let customers know as soon as possible.

♦️RUDE or UNPROFESSIONAL BEHAVIOR: Rude or unprofessional behavior is a surefire way to turn off customers. This can happen when staff members are disrespectful or dismissive of customers.

👉SOLUTION:Train your staff to be polite, professional, and respectful at all times. Encourage them to use positive language and to be patient with customers, even when they are frustrated. Provide support and guidance for staff members who struggle with maintaining a positive attitude.

By avoiding these bad customer service practices and implementing these solutions, you can ensure that your customers are satisfied and have a positive experience with your business.

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HAPPY CUSTOMER SERVICE WEEK