Great customer service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future.
Are you guilty of the following customer service crimes?
1. Telephone torture. Too many firms worship at the altar of interactive voice response (IVR). Push 2 for English, 4 for Spanish, push 6 if you want X. For years I have been saying this is the most expensive piece of technology you will ever buy and you will never stop paying for it. I preach answering calls within three rings—sooner if possible—by a live person.
2. Bad company software. How many times have you placed a call and have been asked to repeat your name and account number to every single person they have transferred you to? Shouldn’t you feed it into the system at the time and the next person who gets on the line says your name and asks what you can be helped with. Great companies do this; it’s a no-brainer for great service.
3. Passing the buck. Studies show that one of the things that frustrates customers most is being passed around. If you’ve ever had this done to you, you know how frustrating it is. Often, it’s about finding the right answer to your customer’s question. The best solution is to be honest and find the answer so that your customer doesn’t have to. “I don’t know, but I’ll find out for you” is one of the most powerful phrases in customer service.
4. Playing the blame game. Most companies will at some point have to deal with complaints, negative feedback and more. Dealing with, or not dealing with,...
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