Common Customer Service Problems and How to Fix Them
Have you ever looked at an object under a microscope? It is amazing how different something looks when you look at it very closely. It’s similar in business. From time to time, we need to take a close look at how we handle customer service problems. Is it part of your routine to simply shrug off certain issues? What are some common problems that may need fixing?
Inexperienced Staff
It doesn’t matter if you are the owner/operator of a small business, or you are in command of hundreds of employees, there must be training in customer service. Untrained staff (yourself included) may be saying things to customers that may be inaccurate, misleading, and sometimes downright rude! And the powers that be may be completely blind to it. And just because a new hire’s customer service resume says he excel’s in the art of customer service, doesn’t mean he is exempt from training. If it seems that training has taken a back seat, what can be done to fix the situation? Make customer service training a regular part of your weekly staff meetings. You will soon see a noticeable difference in how your people treat your customers.
Being Inaccessible
Back in the day, if customers had issues with a product or service, they could stroll into the storefront and speak face to face with the owner of the business. This is often not the case today. More and more businesses are leaning toward maintaining a comfortable distance from their customers. Yet, customers still need reassurance that doing business with you is the best thing possible. How can this be addressed? Whether your business is online or in person, look for ways to keep the “human” factor in your business. Make it easy for your customers to share their concerns, their fears, and their delights with a real person.
Broken Promises
It’s so easy to make a promise. But to keep that promise is an entirely different story. When deadlines are not met, appointments are not kept, and deliveries are late, we become the source of our customer’s aggravation! So, be sure that when you make a promise to your customer that it is realistic. Keeping your promise is one of the most important of all customer service skills. And if, for reasons beyond your control, a promise goes unfulfilled, by all means apologize. Also, if there are any extra efforts or compensation that can be made to rectify the problem, do it.
After taking a closer look at your business, are things starting to come into focus? Perhaps you see some of the problems listed above in your business. Whether it is a lack of training, inaccessibility, broken promises, or otherwise, identify and rectify. Your customers will love you for it!
Read More5 Tips to Keep Customers on Your Business’s Webpage
People don’t want to stay on your business’s webpage. More than likely, they’ve already been to several other similar websites before they came across yours, and their time is limited. They’ve still got to check their emails, update their Facebook, check out Mike Dillard’s Magnetic Sponsoring and post to their blog. Now they’re just looking for a reason to leave your business’s web page and move on. Your job is to not give them that reason.
It’s simply not enough to just throw up some information about your business on a website. And it’s not enough that your content is unique. Your website’s pages need to be memorable or people will move on as quickly as possible. You need to keep them reading with these 5 tips.
1. Don’t Attempt to Fool Your Customers
Don’t load your business’s pages up with information that doesn’t pertain to your business or isn’t useful in some way. People want to learn something, not read a bunch of useless information. And where possible keep the information simple. Don’t use extravagant words or hi-tech terms that can leave customers frustrated.
2. Give Them Something Different
Don’t share the same old story that your customers can read elsewhere. They’ll want to read something unique and engaging, so give it to them. Give them something that reflects what your business is all about. And make sure you offer them a way to comment or email your business if they want more information or have questions.
3. Give Your Customers More
End a few of your paragraphs with phrases like, “Here’s How” ,“Want to Know More”, etc. However, don’t abuse this technique by overusing the phrases, or your business will end up sounding like an infomercial.
4. Give Them the Professional Side Of You
No matter what your business’s style is, always make sure your customers know that you’re professional in your writing. Don’t just pretend you know what you’re talking about. Live, Eat, and Breath your business’s topic.
5. Don’t Leave Your Customers Hanging
Let your customers know when they’ve read all you have to offer and don’t leave them hanging and frustrated for more. Otherwise, they’ll move on before you get your point across. Give your customers everything they’re looking for, just as entrepreneur Mike Dillard does with his internet tool, Magnetic Sponsoring, and they’ll be more likely to hang around, and even come back for more.
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Welcome to my business and marketing blog. I write about ideas and products and other things to help keep your business healthy. As an entrepreneur it can be hard to find the info you need to succeed. I hope this blog helps you with that.