Due mainly to a lack of training in the subject many companies often make mistakes with regard to customer service, which in some cases not only can mean that the customer desists of buying or decides not to do so, but Also that he decides to tell his bad experience to other consumers.
But for this is not your case and you know what are the mistakes that you should avoid, we present below a list with what we consider to be the 10 most common mistakes made in customer service:
Mistake # 1: Do not train staff in customer service
The first common mistake is to think that customer service is something of the workers and that is why it is not necessary to train them on the subject, but the truth is that because of its importance and all that implies, train the staff to provide Good customer service is just as important as enabling it to perform its functions well.
We must train staff to provide good customer service, either by enrolling in courses, by hiring trainers or by simply holding small regular meetings where, for example, we remind them of their importance, tell them about the customer service we are providing, and Let us tell you how we can improve it.
Mistake # 2: Train Salesmen Only
Another common mistake is to think that customer service is something that only belongs to the salesmen and that, therefore, only these should be trained in the subject, without considering that the treatment that any other worker gives the customer also Could be decisive for him to decide to buy or go to the competition.
We must train all workers in customer service or, in any case, all those who at some point may have contact with the client, from the personnel in charge of security to the general manager. We must ensure that everyone is kind, caring and helpful with the client, that they always greet him, thank him and say goodbye.
Mistake # 3: Do not special train the receptionist
Another common mistake is to think that training in customer service should be given to all workers alike, but the truth is that there is a worker who should be trained in a special way because of who will give the first impression of the company to Customer: the receptionist.
We must specially train the receptionist or, in any case, the person who treats the client for the first time. An enthusiastic and friendly receptionist could be reason enough for the client to be encouraged to buy us, while an impatient or reluctant receptionist could be reason enough to give up.
Mistake # 4: disregarding customer’s particular needs, tastes, and preferences
Another frequent error that when you miss it is the opportunity to make a pleasant impression on the customer, is to give the same attention to all customers equally without considering the particular needs, tastes and preferences of each.
Whenever possible, we must consider the client’s particular needs, tastes and preferences when attending; For example, if we know that whenever you visit we ask for a certain product, the next time you visit we might surprise you by delivering the product before you ask us along with a thank you note for your preference.
Mistake # 5: Make the customer wait
Another frequent mistake is to think that it is not important to wait for the client whenever he is treated with kindness, without considering that nowadays where time is scarce, no matter how kind to the client, he will consider Has given poor attention if he has had to wait too long.
We must avoid waiting too long for the customer to take care of him, give him a product or give him a service, and rather attend to it as quickly as possible. To do this, we must try to have simple and efficient processes, have a sufficient number of workers, train them to provide prompt attention, etc.
Mistake # 6: Do not keep a promise
Another frequent error is not to fulfill a promise to the client thinking that this will later forget it if it is treated with kindness, when the truth is that an unfulfilled promise is something that the client hardly forgets and that however kind he may be with He, if he does not keep a promise, will hardly trust him again and therefore buy or visit him.
Whether we have promised the customer a product with certain characteristics or interlacing a product on a certain date, we must always make sure we keep our promise. If the customer asks us for something that we know we can not meet, we must be honest with him and tell him that we do not have the product right now or that we can not deliver it for the date that he wants.
Mistake # 7: Having too strict a policy
Another common mistake that has the consequence that the customer not only does not buy, but also that they go where they give what they want, is to follow the policies or rules of the company to the letter, and not make concessions when the Customer asks for them.
We should avoid as much as possible phrases like “it’s the company’s policy” and “if I do this for you, I’d have to do it for everyone”, develop flexible policies that prevent the customer from ending up in competition, and make concessions when we see fit; For example, when the client asks us to pay with another type of currency or to change the products that includes one of our promotions.
Mistake # 8: rushing the customer
Another frequent error that when it is committed in some cases is that the customer ends up buying or doing what one wants, but that is almost always achieved not to return again, is to rush to buy, make their inquiries, make a claim or Use a service.
We must be patient when the client asks us and delays in deciding their purchase, listen carefully without interrupting or cut it when we make a complaint, and never give the account of our service if it has not asked us (if we have to Close our premises we must tell you kindly).
Mistake # 9: Discuss with the customer
Another common mistake that is probably the worst of all because when it is committed not only loses the customer definitively, but also makes it ends up speaking badly of one to other consumers, is to forget the phrase “the customer always has the Reason “and get to discuss or controversy with him.
In the face of an opinion, objection or complaint on the part of the client, we should never discuss or argue with him. We must always remain calm and show a serene attitude and dialogue above all else. In the face of an opinion, objection or complaint that we do not consider valid, we should simply kindly inform you that we respect your position, but that we do not share it.
Error # 10: Ignore the client
Finally, another common mistake in customer service that when you create is created in this an unpleasant feeling that makes you never want to return, is ignore it, for example, when you enter the shop, sit at the restaurant table Or watch the products displayed.
As soon as the client enters the premises of our business, we must greet him, approach him and ask him how we can help him, he just feels at the table in our restaurant we must deliver the letter and put the cutlery, and just watch our products we must locate Near him so that he can quickly locate us when he wants to make an inquiry or an order.