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February 21, 2008

1:08 am | 0 recommendations | 1 comment

Top Ten Customer Service Mistakes

| posted by Donald Converse

With my apologies to David Letterman, let me present (in my opinion)
the Service-Inspired Top Ten Customer Service Mistakes made by leaders
of corporations, customer service reps and their managers.

10. Lack of knowledge about how much a lost customer can cost your company
- in fact, you have the least experienced people handle your most
important asset! Lost customers means lost revenues and profits.

9. You are not keeping your promises - you advertise one thing then make it impossible for your customers to deal with you!

8. You look at customer service as a cost instead of what it really is, an investment - It costs up to ten times more to attract new customers than to keep present ones.

7. You ignore the customer's problem! - This is the beginning of a crisis.

6. You don't listen to your customers! - you do plenty of talking, and may think you know what their problem is, but you did not hear it. Shut up and listen!

5. Corporate leaders and managers also don't listen to their customer service reps - these are the people on the front lines of the customer relationships, they know about your customers; you only think you do.

4. Lack of FOLLOW-UP!
- Call your customers and ask, "Did we resolve your issue to your
satisfaction?" If they say "no", ask them what it would take. "You are
important to us." This applies to customer service reps, managers, and
corporate leaders as well.

3. Customer service is only lip service
- is customer service part of your company culture, or just something
you casually mention while you talk about increasing your profits?
Guess what, you want to increase your profits? Make customer service
part of your Mission and Vision Statements, then require everyone in the organization to adhere to strict customer service standards.

2. Don't promote your best customer service people to management, give them a raise! - you need your best people on the front lines, not behind the scenes.

1. And, the number one customer service mistake is - Don't Smile!

Is anyone listening? (ahh reading?) Let me know some things you think should be added to the list. Maybe we can come up with a top 40.

Thanks,

DJC

Tags: Leadership, Management, Social Responsibility, customer service
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Comments | 1

February 25, 2008 at 2:21am

Merckh Fernandez

Hi Donald, This article is totally amazing and it's just what I need at this time to finish up the Customer Service Training Module I have been drafting. I agree to all of them 100%. I might be able to add one up there "Insincere Empathy" This one is very crucial because the customer feel and easily tell by the tone of voice whether the manager or the representative is honest with his feelings, not only faking them. There is real danger in here. It might just do more harm than good. Another thing would be "Less Product Knowledge" or the lack of it. This could cost a customer. Not all the time that we have the perfect profile of customers wants. But that doesn't mean we still can't sell. The knowledgeable representative of his product or service offer knows how to give alternatives that suits or close to the current need of the customer. By providing alternative communicates readiness and value of each customer. It is a No-no to say "No" to any customer. Even if it's something totally different from what you're offering, suggest where it can be sourced easily. That's total customer service.

I would say Customer Service is an arena of best actors and actresses that do not get tired, give up nor falter no matter how extreme the condition is, empowered by a common maxim "The show must go on!"

Thanks,

Merckh F.

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