10 Online Customer Service Mistakes

By Karen Repoli

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Making customer service mistakes can be detrimental to the long-term success of your business. If you want to provide excellent customer service, you need to know the types of customer service mistakes that are common, as well as how to avoid or fix them. This list will give you that opportunity.

Mistake #1: Making Them Wait Too Long

Fast access, instant gratification, rapid success, quick response, and speedy delivery are all things people have come to expect. Patience and politeness often go by the wayside when it comes to customer service. If you want to provide excellent customer service, make response time a priority. One way is to use automation to acknowledge every support ticket immediately. Give customers an approximate time when they can expect a detailed response. If they know what to expect and when to expect it, they’re more likely to be patient and calm when contacted.

Mistake #2: No Written Policies & Procedures

Display written policies and procedures in a prominent place to keep expectations realistic and service quality consistent. They remind you and your customers how things work in your business. They ensure that you have a plan to look to when there is an issue and your decisions are logical and reasonable.

Here are a few procedures and policies you may want to include. Address complaints, returns, refund policies, troubleshooting guidelines, respect, and customer satisfaction. It should all be written in a customer accessible FAQ. Also, provide customer service representatives with an internal copy, which provides them with additional instructions for dealing with difficult situations.

Mistake #3: Not Apologizing

One of the worst thing a customer service provider can do is neglect to say, “I’m sorry” when they are at fault. However, apologizing too often, or when the issue isn’t their fault or the fault of the company can seem insincere.

Customers may want to hear an apology, but what really matters is what you do to fix the issue and make amends. If you or the company has made a mistake, accept the fault, apologize for it and then fix it. If you are not at fault, acknowledge the customer’s feelings of frustration and see what you can do to help them.

As long as the outcome satisfies the customer, you have done your job. Don’t accept blame when no one is to blame.

Mistake #4: Taking Complaints Personally

Being a business owner and handling customer support yourself can be very difficult. When people are dissatisfied, they complain. For business owners, it often feels like they’re complaining about you personally. If it’s difficult for you to separate your owner role from your customer service role, consider hiring a customer service representative. When you remove yourself from that role, the complaints won’t bother you so much. In addition, the customer will be happier when an “impartial” party is handling the situation.

Mistake #5: Arguing with Customers Publically

Nothing good can come from arguing with customers in public. There have been some examples of this that end up going viral. One good example you can Go to the full article.

Source:: Business 2 Community

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