When you run a small business, good customer service can be the difference between a one-time purchase and a lifelong customer. It’s an essential thing to get right, yet many small businesses put it low on the priority list. This is one of the biggest mistakes a small business can make.
Unfortunately, customer service and improving the customer’s experience is not as easy as it seems. Promoting customer loyalty is not as straightforward as some might assume. There are lots of customer service mistakes that need to be avoided to run a successful business. In this article, we will go over some common ones to avoid.
1 – Not listening to your customers
One of the biggest mistakes in customer service is not really listening to what customers are saying. It’s like trying to fix a car without knowing what’s wrong with it. It just doesn’t work.
Listening means paying attention to what customers are saying, understanding their concerns, and then taking action to solve them. But sometimes, businesses may only focus on getting to the end of a conversation. This can lead to not fully understanding the problem and providing the wrong solution. It can leave customers feeling frustrated and unheard.
Avoiding this mistake is simple. Take the time to listen. Give customers a chance to explain their problem fully before offering a solution. Understanding the problem correctly is the first step to solving it.
2 – Keeping customers waiting
Time is valuable for everyone, including your customers. So, making them wait too long can feel like their time isn’t being respected. That’s why it’s important to respond to customers quickly and solve their problems in a timely manner.
If customers have to wait too long, whether it’s to get a response or to get their problem solved, it can make them feel frustrated. It might even make them think about going to a different business.
The solution can be as simple as having enough staff to handle customer complaints and concerns. Or, it could involve using tools that help answer questions faster. For example, a chatbot on a website can help answer common questions quickly. This not only saves time for the customer but also frees up your customer service reps to handle more complex issues.
3 – Not training your team
Training is like the instruction manual for customer service. It helps your team understand how to handle different situations and provide the best service. Without it, they might struggle to resolve issues, communicate effectively, or handle difficult customers.
Your team should have thorough knowledge about your products or services. They should be able to answer any concerns or troubleshoot problems effectively. Regular training sessions can help them stay up to date with strategies when it comes to handling customers.
Good customer service hinges on effective communication. Your team should be trained on how to communicate clearly, empathetically, and professionally. This includes listening skills, verbal and written communication, and even non-verbal cues for many customer interactions.