Practicing proper customer service should be every business owner’s top priority. The slightest negative feedback or interaction from a customer can ruin your company’s reputation, which can badly affect your sales. The quality of your customer service plays a vital role in keeping and attracting clients, resolving problems, and anticipating any potential issues.
Research conducted by Dimensional Research and Zendesk shows that 95 percent of respondents usually tell at least one other person about their bad customer experience with a company. In comparison, 54 percent share it with at least five other people. To give your customers excellent service, your team must go above and beyond just being polite.
Here are three bad customer service practices you should avoid:
Ignoring your social media accounts. Almost everyone is online in this day and age, making social media the most convenient medium for you and your customers to stay connected. With this platform, your customers can publicly post their feedback, be it negative or positive, which can affect any of your potential customers. Your social media platforms need to be monitored by a professional to timely address any issues that may arise in this area.
Neglecting customer feedback. Your company may provide feedback forms on your website or in your physical store, but how often do you check these evaluations? To be customer-centric, you have to ask for your customers’ feedback proactively and address their concerns to give them a better experience. Do this often to make your customers feel that their opinions matter.
Hiring inexperienced staff. Your customer service department plays a vital role in your company’s operations because these individuals interact with your customers daily. For that reason, hiring qualified personnel should be obligatory. Outsourcing to a reputable call center can benefit you as they have experienced professionals saving you time and money from training.
Any business that provides poor customer service suffers. However, delivering a superior customer experience becomes your company’s top priority if your business is customer-centric. By becoming CX’s leading brand, you not only reduce the detrimental effects of poor customer service but also forge enduring bonds with your clients and inspire brand loyalty.
There are service providers like SOPHI that can assist you in developing a committed workforce with appropriate training in customer service techniques and etiquette to help enhance the reputation of your company and boost client loyalty. Sign up today and empower your support team to deliver an excellent customer service experience.