We all make mistakes – And that’s just part belonging to being human. But mistakes can be costly, as well as especially within today’s social media world wherever one small mistake can be shared accompanied by thousands belonging to friends as well as followers.
And which kinds associated with mistakes do you think are shared atop social media?
If you guessed customer service mistakes , you guessed correctly.
In April 2013, Marketing Charts found that 81% associated with respondents whom had experienced a poor customer service experience were likely for share that story on top of social media .
What comes towards your mind whenever you think associated with customer service mistakes?
Perhaps it’s one belonging to the following:
- Not listening towards a customer
- Not being polite for a customer
- Not considering a customer’s feelings
- Trying towards win an argument accompanied by a customer
All belonging to these are undoubtedly correct as well as I am sure you can think belonging to many more.
And If I asked you “are these avoidable”?
You would belonging to course say yes.
However the thing that would you think in case I told you the mistakes were caused weeks, months alternatively ever years prior to the customer contacted you?
In this post we are going for look in the thing that you as well as your company can do towards solve many customer service mistakes long prior to they ever happen.
Hire the Right People
Did you know a study via the University belonging to Warwick inside the UK found happy workers are 12% more productive than their not therefore happy counterparts?
Happy employees have in addition been associated together with increased revenue through similarly to much just as 37% as well as task accuracy through 19%.
So how do you hire the happiest candidates?
To begin with, you can try some pre-employment tests such as:
- Optimism Test Scale
- Reaction towards Pressure Test Scale
The best employees are those whose are not just optimistic, yet in addition calm beneath pressure.
In your interviews, try for ask open ended questions plus see provided that the interviewee focuses atop the solution alternatively problem.
And most importantly, remember that it’s much easier for be nice at the time you’re inside a good moo but, it’s in addition easy towards be nasty whenever you’re not.
Treat Your Employees Well
It does not matter how happy your new employees are on top of day one. If you don’t treat them well then that will soon change.
According towards Deloitte’s Shift Index Survey 80% belonging to people are dissatisfied together with their jobs.
When we live within such a results-driven world, for what reason then are therefore few employers concerned accompanied by the happiness associated with their workforce?
The days associated with using bonuses, company perks plus an extra paid vacation towards make employees happy are over.
Have you heard the saying “All the best things inside life are free”?
Well, making an employee happy inside the workplace can in addition be absolutely free. All you have towards do is following:
- Be open as well as honest
- Make work hours as well as location flexible
- Listen for your employees
- Make them feel valued
- Create career progression
And lastly…. make work fun!!
Guess what? It’s the companies whom value their employees the most that that get the best results. Companies resembling Ritz Carlton similarly to mentioned inside our recent post How towards Exceed Customer Expectations within 2014 have particularly excelled since belonging to this accompanied by their motto being “ We are ladies as well as gentlemen serving ladies plus gentlemen .”
Give Your Employees the Power
I can almost guarantee that in one time alternatively another you have called a company at which place the first customer service representative did not have the power for resolve your issue alternatively give you which you needed. However, it is most likely that somebody within another department alternatively a manager did have the power.
You probably heard something resembling “I am sorry I can’t do that due to you, yet I will forward your case alternatively pass your call towards a manager”. This not only frustrates the customer, nevertheless in addition your employees. And it makes first contact resolution impossible.
You hire them for help the customers. So give them the power plus the tools for do therefore .
To take advantage associated with these new powers the training you offer is key. Make sure all agents have within depth knowledge belonging to your company’s services plus products plus do not have for use scripted responses .
Having more power as well as needing for know concerning more belonging to your company’s products can be difficult even together with more training. Give them online resources towards turn towards due to advice. It not only helps them towards resolve difficult issues, nevertheless in addition allows all employees for get the right answer every time.
Keep Good Records
A survey inside 2013 found that only 34% associated with small businesses use technology for track customer service issues . It does not matter how happy, empowered plus well trained your employees are, in case customer orders as well as issues are logged on top of loose pieces belonging to paper alternatively on top of post it notes, then reservations alternatively orders will likely be lost alternatively complaints left unresolved.
In our post When the Customer Calls, Information Needs for be in Your Fingertips , we mentioned Bill Gates’ insightful 1990 speech discussing the importance belonging to having information in your fingertips. This has never been more important than today. Placing a customer atop hold because of lengthy period towards find their data alternatively being unable towards locate their order can be extremely costly.
When it can cost 5-10 times more for attract new business, don’t trip on the last hurdle. Provide your agents good CRM software as well as the tools they need towards ensure they have all customer data in hand as well as hence they can provide fast as well as effective service.
Providing great customer service begins long prior to a client ever thinks for email alternatively call you. It begins accompanied by hiring the right people. Go get yourself a team associated with happy, optimistic as well as calm people.
To keep these employees, you are going for have for treat them well. To do this you have to:
- Listen for them
- Make them feel appreciated
- Give them the opportunity for grow
They in addition need for have the power towards do their job properly. Neither customers nor your employees are happy provided that a call has towards be passed for another department alternatively manager due to a solution.
And lastly, use CRM software for ensure that no customer data is lost alternatively mislaid, yet in addition that all needed information is constantly on your agents fingertips.
What do you think belonging to these customer service mistakes? And is there anything that you would resembling towards add?
Let me know via leaving a comment below.