Five Fatal Errors That Put Off Customers

Amplified customer satisfaction is the key to increasing the number of returning customers. In addition to offering exceptional products and services, it is very important to lay emphasis on the importance of good customer service. When customers are acknowledged and kept happy, it leads to increased word of mouth publicity. With good customer service, companies can retain their existing customers as well as attract new ones.

For the greater good of the business, it is very necessary to ensure that customer service team is efficient. Since the customer service agents are the face of the company to the customers, there can be no room for errors. Certain mistakes committed by the support team that may seem innocuous initially might actually become a reason for a loss of customers. It is highly likely that a disgruntled customer will vent his frustrations online or within his peers. One often comes across negative reviews about a company or a product when its customer care does not respond effectively to the grievances of customers.

Here, I have listed some of the most commonly committed mistakes that can put off your customers and also tips on how you can avoid making them. Train your agents to evade these errors at all costs and boost customer satisfaction.

Unresponsive Behaviour

When a support agent does not respond to a customer’s repeated queries, it appears as if the company is indifferent towards its customers. Unresponsive behaviour can be very frustrating. If customers are struggling with an inconvenience, then it becomes the sole responsibility of the customer service team to address their issue. Not responding to customer requests can aggravate your customers further. Always be attentive to the needs of your customers and provide timely responses to prevent customer discomfort. A customer investing in your business deserves good quality service at all times.

False Promises

Never make the mistake of giving a false assurance to your customers. An effective way of avoiding customer churn is by under promising and over delivering. Not delivering on what had been promised can be disastrous. Do everything in your power to help your customers. But in situations when you cannot provide a relevant solution, be truthful about it. Never resort to making false claims. That will just result in annoyed customers.

Inconsistent Information

As surprising as it may sound, this is a very commonly made error. When agents are not completely aware about a product or service, each agent might be providing varying information to a customer. This problem can be tackled with regular team training programs. All customer service agents must be well versed with the details of the product and services being offered. Providing incorrect information is bound to get customers aggressive. Never make a customer go through the tedious process of dealing with multiple agents providing different information.

Rude Behaviour

Never forget the golden rule – The customer is always right. The role of a customer support agent is not an easy one. They have to deal with multiple customer complaints in a day and keep their calm at the same time. Sometimes, it is natural for an agent to feel discouraged or get upset. However, being rude to a customer can never be the solution. The last thing a company wants is vexing an already dissatisfied customer. Avoid unnecessary arguments with your customers. Instead, have an optimistic attitude and make use of positive worded language to turn the odds in your favour.

Being Unapologetic

It is only natural for customer support agents to make a mistake sometimes. But what follows is what really matters. Never show signs of arrogance while conversing with your customers. Be apologetic and offer the right solutions. Do not feel afraid to take responsibility. Admitting that you made an error and rectifying the same will help you in making a more human connection with your customers. Mistakes are meant to be fixed and not covered up.