Customer service is a necessity that cannot be ignored or put aside by any business. Whether you have just initiated your new enterprise or have been in the industry for a long time, customer service is crucial to everyone. After all, businesses prosper when their target audience feels they are seen, heard, pampered, or understood.
Hence, the role of the customer support team is never to be underestimated, especially when it comes to achieving optimal satisfaction. Moreover, the aim is to link the company directly with the consumer base through several options, like on-call/SMS support, live chat option, and email support being the prominent ones.
Simply put, customer support ensures that positive metrics improve consumer relationships, bring in strong leads and help to convert them to successful sales that eventually bring profit home. This post aims to resolve standard customer support mistakes that would drench any business in lesser sales and eventually under terrible loss. Here’s what your business needs to avoid:
Putting On-Call Consumers On Hold for An Elongated Interval
People today despise the idea of waiting and look forward to the option of instant gratification. While social trends may suggest that levels of public patience are low, this is another reason why many companies instantly receive a plethora of negative reviews when they don’t get their query answered immediately. Or when customer representatives put on-call consumers on hold for a long time! While waiting for a long time on call may sometimes be impossible not to do, it leaves a negative impression on the company. And this is one mistake that customer service representatives seriously need to steer clear of.
Telecom companies like Xtream ensure that on-call customer support is smart, fast, and efficient so that customers don’t have to wait for long. Interestingly, the live chat option is meant to provide a method that’s swifter and more direct. For more optimized support, it is better to constantly train and test the skills of service agents so that they are considerate, highly efficient, and in line with consumers’ emotions.
Never Leave Your Customers Hanging for Long
The biggest fail on the part of a customer representative is to leave the audience hanging for long! For instance, a user may be facing some technical issues at their end and dialed up customer service for immediate technical assistance. Only to find that they are on hold for a good time like half an hour. In such a case, the customer will hang up in annoyance and pass on to their family
and friends how dissatisfied they are with the service and what a disappointment the company has been. Many post their service review online as well and if it’s negative, it’s not good. The result is that a backlash has been created that off-put many potential leads who were thinking about purchasing the service but changed their mind because of one small episode.
Hence, when customer representatives entice customers with a promise, only to fail to call back the customer with similar urgency do more harm to the company than good for they turn the customer sour with such an experience while endangering customer satisfaction rating for the respective company! That’s why time management should be an important part of the customer service training so that each representative should be attentive enough and rightfully showcase empathy wherever needed.
Customers of the terrific Mediacom internet know that they are immediately connected on call or online and followed up regularly as an added measure to show that the establishment cares deeply about its target audience.
Retain Self-Control When in Touch with Difficult Customers
Being thick-skinned is one of the qualities that a good customer service representative needs to have! Since service reps are more exposed to a diverse variety of customers, they can be in a wide range of moods that can fall from irate to annoyed to exasperated to miffed. As it’s unusual for customers to call up the service center and thank the support team for an ideal service.
Nonetheless, many times, some customers let go of all civility and are quite harsh with service representatives, attacking them verbally and often even going as far as to threaten the company. Practicing patience is not enough. It is how a customer representative can communicate that positivity through their tone of voice or style of language that includes apologetic yet friendly phrases like ‘I am sorry you had to experience spotty connection on the day of your project deadline’ or ‘I hope that you are happy with the service’ to optimally boost user engagement.
Be Empathetic in Your Conversation & Limit Bot Responses
One of the many wonders of modern-day tech is Artificial Intelligence (A.I) which manages tedious tasks perfectly without any kind of human intervention, allowing the team to work on more significant stuff. But more than that A.I tech ensures that optimal costs are reduced while available resources are maximally optimized. This involves automating calls so that it’s easier to sort query calls and route support where urgently needed.
However, many companies overdo bot responses, which instead of helping the team, does the opposite as it ends up annoying customers more than they abandon the call altogether. In this case, the support rep should amp up his efficiency so that professional fronts are not disturbed in any way. The Mediacom Xtream customer support is an excellent example of a service, which
ensures that the delicate balance between being automated and lending a human ear is not upset in any way. Never leave the human factor out for it discourages customers from calling the service. Tactfully handling automation while training service agents to be empathetic in their responses should be followed. And you are good to go!
Wrapping Up
So there you have some simple mistakes that most service agents are prone to make. Fix these issues and convert your mistakes into happy customers within no time!