Customer service is the backbone of every business. It is what helps build the company’s brand and reputation. More than just the company’s brand, customers are more than happy to sustain their loyalties with particular businesses when they know they can depend on them.
Every day there’s a new competitor business being launched, so there’s no stopping your current customers from moving to another business. However, if your customers have had a more than pleasant experience with your business, you never have to worry about losing out.
A very good example of excellent customer service would be Xfinity. It launched a Spanish-speaking customer support hotline, Xfinity Telefono specifically for its Spanish-speaking customers. This speaks volumes about Xfinity’s dedication to serving its customers.
Anyway, customer service agents usually know what has to be done when a customer calls in. They know how to respond and what kind of help they should offer. That said, many customer agents are still learning what not to do when a customer calls in.
Therefore, in this article, we will be emphasizing what customer service should never do. We hope, by the end of this article, you should be able to guide your customer support agents on how to offer a more professional and positive experience to customers.
Never Lose Your Temper
It’s understandable that some customers tend to get on your nerves. In fact, you will probably have more such customers than those who are more respectful. That said, you need to ensure that you never lose your temper.
Although it is easier said than done, this one thing will have a significant impact on your company’s brand and your job as well. Customers tend to have very little patience, but that is because they don’t really understand what’s going on at the backend.
Therefore, it is your duty as a customer service agent to explain to them why they are facing certain issues and the timeline of when they can expect it to be solved. When you, as a customer support agent, have all the information and details, your customer will have a more satisfactory experience.
Never Makes False Promises
This is one of the grave mistakes many customer service agents do – promise something they can’t fulfill, or know that it can’t be fulfilled. Let’s be real. Your customers will not only appreciate but also prefer that you are honest, no matter how unpleasant it would be for them.
We understand that it can be tempting to want to satisfy your customers with what they hope to hear. However, it’s more than important to inform them that things might just not go their way, and they might have to face some form of discomfort.
The best thing you can do is find out why your customer is facing that particular problem, such as speaking to the logistics department if a customer’s delivery has been delayed. Try your best to find out the reason for the customer’s concern, and give them an honest response about what they should expect
When you are honest, you build a more transparent and genuine relationship with your customers.
Never Ignore Customer Feedback
We understand that being in the customer service line is not an easy task, and we respect that. However, you also need to understand that every customer is entitled to their very own feedback about their experience with your agent or business in general.
Does that mean you should ignore the feedback that seems untrue to you? Absolutely not. Always make it a habit to listen to what your customers have been saying about you and your business.
These are the people who want to have better experiences with your company by sharing their opinions and experiences. In fact, this is what will help improve your company. Let your customers know that they are being heard and that you care about how they feel.
Once you put your customers first, you will see how your business prospers.
Never Be Bias
There are two types of customers every business has – long-term customers and new customers. Long-term customers are those who have been loyal to your business and stuck through it even when it was facing downtime.
Whereas, new customers have just recently found out about your business and started buying your service or products. Although it’s more than normal for loyal customers to have special offers, this should never be used as a bias to ignore other customers’ concerns or complaints.
It’s essential to treat all customers equally so that there are no biases in your customer service department because every customer is important.
All in All
It takes time and effort to better your customer service department. You should not expect this to happen overnight. That said, it is important for you to explain to your agents the importance of the above-mentioned points.
Always stay calm, and truthful, accept feedback, and never show any form of bias. Good luck!