4 Common Customer Mistakes: How to Fix them Fast
Posted by Meredith Estep on Thu, Jan 19, 2012 @ 07:50 AM
Most customer service representatives would agree that one of the most challenging aspects of the job is dealing with angry customers. Customers usually get mad because of mistakes on the company’s part, whether directly through the customer service department or from another area of the business. The best remedy for an angry customer is to find a fast solution to the problem. We have four common customer mistakes listed below and suggestions on fast fixes to create happy customers once again.
Mistake: Customer Feels Ignored
Fast Fix: A customer may feel ignored for a number of reasons. Perhaps he walked into your business and your reps didn’t end their personal conversation to acknowledge him. Maybe his phone calls left him on hold indefinitely or his emails went unanswered. All of these specific issues have the same basic solution; teach your customer service reps to put customers first in any and all situations. Clear distractions like televisions and magazines out of your office and establish a firm “no personal conversations” policy when a customer is in the office. These fast fixes will ensure your customers feel like they are #1 in your company.
Mistake: Customer is Inundated with Information
Fast Fix: Some customer service reps go to the opposite extreme of ignoring customers, which is to bombard them with a flurry of information they don’t need or want. CSRs should be trained to answer a customer’s question first and foremost, with the information the customer requires to complete his transaction or solve his problem. If the customer needs additional assistance, he will make his needs known. Too much information in a single sitting can exasperate a customer, take up too much of his valuable time and confuse the situation.
Mistake: Customer Does Not Get a Response in a Timely Fashion
Fast Fix: Few problems frustrate a customer faster than the waiting game. Customers deserve to have their business handled quickly and accurately, and CSRs are there to provide that service to them. If you end up with a customer who slips through the cracks and has to wait longer than he should for a solution to his problem, begin by apologizing right away for the wait. Handle his problem as quickly as you can and then offer something extra to thank him for his patience. A discount on service, gift card or other small token should do the trick.
Mistake: Customer Gets the Runaround
Fast Fix: Customers do not want to have to talk to five or six different people to get an issue resolved. They don’t want to be transferred over the phone or sent to another office. Customers that get passed from person to person usually end up getting passed out the door. If you encounter a customer who is already frustrated from the runaround game, be quick to own the problem. Promise your customer that you will handle her issue personally until it is completed – even if you have to check with others in your company to get an answer.
Customer mistakes do occur from time to time, but they don’t have to spell disaster for your company. With these fast fixes, you can transform an angry, frustrated customer into a happy, loyal client once again.
- Meredith Estep