Customer Service is the asset for the company, because they give the image for the company. When Customer Service provides services that satisfy customers, the company became a good reputation in the community. But otherwise if the Customer Service make mistakes which disappointing customers, the company will be a bad reputation in the community.
Therefore it was important to strengthen the existing Customer Service to get a good reputation in the community. To strengthen customer service, we need to learn some customer service mistakes to avoid these mistakes.
Customer Service Error
1. Employees are not trained to be a good Customer Service.
Does not matter whether your company has thousands or hundreds of employees, you must train them to become good Customer Service. Do not think that only people who served as a front office or customer service that must be trained (training), because your customers see your company as a whole, including all employees who are in it. Your customers will not compromise with the rude attitude of employees, providing false information, do not want to know or impression will not help.
2. Did not fulfill what was promised to the customer
The mistake that often happens is promised to the customer but can not fulfill these promises in a timely manner, for example, the sales promised to deliver the goods ordered on Wednesday, but apparently the new goods are delivered on Fridays.
3. Trying to argue with the customer.
There are times when employees have to deal with customers who “nag” and full of emotional criticism to argue, but remember that losing one customer will result in big losses for companies, because the required effort and cost to get new customers as a replacement.
4. Rigid company rules that apply to all customers without exception
It’s easy to tell customers that “it is company policy” to avoid customer offer something beyond the existing provisions. It should have different and potentially loyal customers. To maintain good relationships with potential customers who need a little difference with the new buyer or customer. If the principle is “what I do for you, it applies equally well for others.” This will make you quickly lose potential customers.
5. Administrative systems that do not neatly
Administration is not neat cause you to lose customers who potensil. Examples of writing the wrong name, wrong to write the amount in the receipt should have been agreed to be given discount on the receipt was no discount, and other things.
6. Not listening to customer complaints well
Customer Service Officers do not listen well so that the customer order or complaint given different answers to that requested by the customer.
7. Slow to respond
Customer orders or complaints submitted by both melakui phone, email or postal mail is not addressed quickly, so customers wait long. Leave the phone for too long without being replaced so it is difficult to be contacted by a customer.
8. Forget the basic things
Lost on basic things like to thank, apologize’re waiting, please, good morning. These basic things that seem trivial but very important.