“Customer service shouldn’t just be a department, it should be the entire company.” -Tony Hsieh, CEO of Zappos
Customer Engagements the emotional connection between a customer and the company. The more the customers are engaged positively, the more would be the profit ratio. Such customers will be a major source of marketing spreading goodwill in the market by word of mouth.
Flaws in customer engagement will gradually show an impact on the overall business of the organization. At the point when a client changes to some other specialist organization, it may be one or more customer service errors that cause them not to be renewed.
So, what are the mistakes occurs with customer services?
1. Forcing customers to use a specific service channel:
Nowadays, customers communicate via various channels: phone, email, chat, WhatsApp, Twitter, Skype, etc. There is no common mode to communicate, so forcing customers to contact only via email, photos or chat will create barriers in reporting issues on time. In situations like the noisy rooms where the customer can’t make a phone call, or they don’t have a half-hour to type detailed emails. Not being able to address a critical issue immediately may lead to mess up things due to delay. Embrace all channels of connecting to clients. Create an online customer portal or customer hub which includes all modes of communication under one roof.
2. Hierarchy in Customer Support:
The hierarchy of customers is a criterion to evaluate whether a customer service department has evolved or not to meet the expectations of the modern consumer. Major companies begin all service requests at the lowest ‘level’ and move on until a customer’s problem is resolved or reaches the higher “level” of service. While this model seems good for saving time and money by indulging the right agent for the right type of issue, it has serious concerns. It renders poor customer experience as the customer needs to explain the same issue multiple times and this cycle delays ticket resolution. This also prevents new agents to learn from experienced seniors. Implement a collaborative customer support system in which new agents can easily loop the senior without any delay and also get acknowledged on how the issue was resolved.
3. Lack of responsiveness:
Whether you like it or not, but you need to be in constant touch with your clients.
Clients expect a quick response whenever they write to you. Also, they would be annoyed if the platform is changed, like if they have sent you chat and you callback or if they called and you emailed. Implement solutions to make customer service quicker and more precise. Whenever the issue is reported, ask the right questions to the client to identify the root cause of the issue. Make effective attempts to analyze things at your end instead of troubling the customer with irrelevant questions and exercises.
4. Lack of staff training or the right employment:
The customer service team will not get excellent results if people are not trained and lack product knowledge.
Staff training not only helps your employees but also helps you verify if you have chosen the best people for your business. While you should not rule out anyone too soon, having some ideas about potential performance is always welcome.
Sometimes, it cannot be about staff training, but about the size of the staff. Hiring too many people, especially at the beginning of your business trip, can affect your cash flow. You can be sure that any traffic peak will be handled quickly and customers will not wait too long. However, generally, the problem is the other way around.
You can consider the lack of staff as the perfect way to save some budget, but you can drag your business down fairly quickly. If there is no one to handle customer requests and complaints, it is very likely that you will start losing customers. Your opposition doesn’t rest.
5. Providing inconsistent customer service experiences:
It has multiple tools and personnel to handle customer service, but still, complaints are frequent. One of the reasons is the lack of standard protocols. Imagine that a customer requests a custom requirement and is told that this requirement is not technically feasible to implement. When he calls a second time and another agent answers the call and says that the personalization will be fulfilled. Time to respond to the client, recognize the problem, report the root cause of the specific problem, address the feasibility verification of the requirements, etc. Everything must be standard and common. Customers want predictability and reliability in their interactions with a company, especially when they have problems. Even a simple automated email to a ticket can do a lot to let a customer know that you are there to help.
As a more formal approach, some companies are now using SLA with your clients to ensure that a problem is recognized within an agreed time frame. If your customer service promises your customers over the phone over the world, but then does not comply with the arrangements, the customer experience is definitely not consistent and your customers may get confused, be attracted to a branch of their customer service and disappointed for another one.
6. Lack of procedures:
“Building a good customer experience does not happen by accident.
It happens by design.”- Clare Muscutt
You need to make and implement some procedures within your customer service team. Internal communication is extremely important for the team to stay in the loop with all updates or issues and exchange information in the most efficient way. The use of internal communications software can help accelerate the exchange of information between team members and allow you to track social interactions between employees at all levels. Be proactive and work together to solve customer problems. Make your agents know your customers and create a service experience that is consistent and reliable. Customer service errors are inevitable, but reducing these common setbacks will be a great help in keeping your customers happy.
7. Neglecting customer feedback:
If we want businesses to stand out and build stronger customer relationships, we should focus on finding out how to think like a customer. The best way is to analyze customer feedback on the products & services they are using. Make sure to analyze customer feedback deeply and implement the changes to the level of satisfaction of the customer. By paying attention to client feedback, you are demonstrating your customers that their sentiments matter and that you need to make the items or administrations answer their necessities and prerequisites.
Your customers may feel appreciated and show greater loyalty to your brand, or even become your long term customers. Also, keep in mind that the way you choose to collect feedback matters as well. It is crucial to allow your customers to actually be able to express themselves and share their point of view. This will send them a message that you are genuinely interested in what they have to say, and want them to participate in the improvement of your products.