Are you guilty of any of these mistakes that can derail your customer service—both internal and external?
You get little or no customer feedback.
Do you assume you know what your customers want? Do you think, “Well, we must be doing okay, we’re not getting very many complaints.”
For every complaining customer you have, there are 26 others who are unhappy with your service, but don’t want to take the time to complain. They just quietly walk away and take their business elsewhere. Well, not so quietly—they will tell up to 20 other people about their dissatisfaction with your organization.
You don’t listen to and capture “I wish statements.”
Those are statements that will help you stand out from your competitors. Words like, “I wish you had different hours.” “I wish this came in another color.” “I wish I could do this online.” All of those statements are valuable information because they will suggest products and services that will differentiate you from your competition.[LIKE THIS POST SO FAR? THEN YOU’LL REALLY WANT TO SIGN UP FOR MY NEWSLETTER OVER HERE]
You have inadequate orientation and training.
One of the most important things you need to make exceptional customer service happen for every customer every time is to have a good orientation and training program. Yet too many companies hire people and move them into the job too quickly.
Do you rush new employees into the job and tell them, “You’ll learn it as you go along?” Do you just “throw them up against the wall and see if they stick?” Are you guilty of the same old boring tour of the facilities, a mind numbing presentation on benefits and a video about the company that turns them on rather than off?
Don’t waste a great opportunity to use the orientation process as the first step in indoctrinating the new hire with your company’s philosophy and culture of customer service.
Not handling complaints well.
From caveman days, our natural instinct is to push back when someone is threatening you. That’s why it is so important for everyone to have some training in dealing with difficult customers.
7 out of 10 complaining customers will do business with you again if you resolve it in their favor. If you resolve it on the spot, 95% will do business with you again. On the average, a satisfied complainer will tell 5 people about the problem and how it was satisfactorily resolved.
Dealing with difficult customers does not come naturally so make sure your employees have the skills to deal with angry, complaining customers.
So how would you rate your organization? Don’t forget that many of these issues apply to internal or external customers. Contact me if I can help you make any of these happen.
I share valuable Customer Service tips and insights for front line managers and employees on how to deliver customer service to keep your customer coming back. The name of the game is customer loyalty and it’s not just about satisfaction. It’s about a willingness to be a repeat buyer, willingness to recommend you to others, and resistance to switching to a competitor. Fortunately I learned this lesson through my 15-year corporate career. Poor service is an all-too-frequent experience for us all. I provide a framework for implementing ongoing processes that can build customer loyalty.
Let’s Talk today about what we can do to get your team motivated, engaged and delivering superior service every time.