If you are a Customer Support person, chances are, you have often felt that yours is a thankless job. Perhaps you just got off a call with the most discontent, grumpy, and snappy customer there is and is hating your job. Does your business get a thumbs-down for customer experience?
Is there anything you are doing wrong?
We have listed five disastrous blunders most commonly found in customer support so you can watch out for those.
1. Trying to Win an Argument With the Customer
Hospitality industry got it right: customers are always right! Sadly though, the adage isn’t very realistic. If you are running the support of a SaaS product, telling customers how to do something and identifying their dilemma is your job description.
In such scenarios where you just cannot indulge the customer like a spoilt kid, do it nicely. Stay away from arguments at any cost. Rather than yelling ‘you are doing it all wrong, press the green button before you click next!’, patiently ask them to ‘try pressing the green button instead.’ Do not come across as patronizing, or worse, scornful.
Yes, you know your product best, but remember that they are the ones paying your bills. We agree that some customers can be extremely peevish, so all the more reasons to not escalate the exchange into an argument, that you fear you must win.
2. Not Respecting Customer Privacy
You, me, the guy-next-door, everyone hates spam. So why would you send out innumerable emails and notifications just because you have their email address?
Swamping their mailbox with offers they don’t want at random hours, and using their data without permission can seriously offend your customers. If customers abandoning your brand is not your ideal result, have a transparent policy of how their personal information is going to be used so they can opt out of anything that makes them uneasy.
Your emails and texts need to be scheduled regularly, but not too frequently. Moreover, make it a point to share only valuable content that the customer will benefit from.
3. Making it Difficult for Customers to Reach You
It is one thing to overwhelm your customers with offers and messages, and another thing to play hard-to-get when they are looking for you. Rarely does a happy customer reach out to tell you how wonderful a product you’ve built. Nine cases out of ten, they contact you because they need to sort out a mess they have encountered.
Few things are more frustrating than when you have to click so many links or become a researcher just to locate the contact details of a business. Ask yourself this question: how easy is it for a customer to reach you, should they need to get in touch with you?
Make the contact information easily visible, and be available for your customers. Else, your competitors will only be too keen to provide the support that you wouldn’t offer.
4. Sending Canned Responses
Even the slightest customer experience mistakes can undo tons of goodwill. Canned responses can put-off even a loyal customer when your response is unfit for the query they are having.
This shortcut is simply not worth the loud and clear message you send out to your customers; that you can’t bother with individual attention. Instead, make sure you have enough people to react to customer requests in a straightforward manner. Remember that it requires five times more the effort and cost to find a new client than it does to keep one.
5. Ignoring Customer Feedback
It’s too common to see businesses caught up in the everyday running and focusing purely on sales, only to forget about the most important part of the equation: the customer and what they need.
Customer experience personas often fall into the trap of believing that customers always know, and can articulate, what they want. It largely rests on your shoulders to measure customer satisfaction, discover what your customers need from you and ensure that they remain happy customers.
Customer feedback can be used to improve your product and service offerings. Customer satisfaction surveys are pivotal to find out how well you are doing in this regard. Regular customer surveys will help businesses identify which factors are contributing positively to the customer experience and the aspects that might need to be retrained. You simply cannot ignore the advantages of a customer survey platform should you wish to step up your game.
When you are a customer support expert, it is natural to get dejected on a day filled with grumpy clients complaining non-stop. Unfortunately, too many business owners make the same customer service mistakes over and over, sending their customers into the arms of their competitors. But you can turn the tables by making sure to stay clear of these 5 Customer Support faux pas.
When customers find your experience consistently above what your competitors offer, they are bound to develop a sense of loyalty towards your brand and come back again. Well-crafted customer satisfaction surveys are proof that their opinions matter and that you intend to improve the experience they have with your brand.
Have a look at our free customer satisfaction survey template for a smoother ride!
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