3 Very Costly CUSTOMER SERVICE MISTAKES

3 Very Costly

CUSTOMER SERVICE MISTAKES

We all know there are many costly customer service and sales mistakes. My job is to find the top priorities in that list.

Our list is long, however, these 3 rise to the top. Share with all your team. Leave NO ONE OUT. Not training a back-office employee is a mistake. Or thinking “oh, they don’t talk to customers” – is a bigger one.

#1 MISTAKE

NOT SMILING

Insanely simplistic. On the phone or in person, we need to understand why a smile works – because you can hear a smile. Don’t feel like smiling? Well, smile anyway. The customer doesn’t care if you feel like smiling or not. It’s better to have the customer think your office is closed than to have the phone answered or greet someone in a negative mood.

#2 MISTAKE

NOT ACKNOWLEDGING A CUSTOMER’S REQUEST OR PROBLEM IMMEDIATELY

Rapid response. Requests and problems need to be handled sooner than later. Delaying a request or not immediately acknowledging it can cause more problems than the original request.

#3 MISTAKE

IMMEDIATELY REJECTING A REQUEST

Be a double-checker. It’s easy to tell people right off: “We don’t have it”, “Sorry, it’s past the deadline” or “We ran out of that report.” Instead, use a soft rejection: Something like: “The last time I checked it wasn’t available, let me double-check for you.” This simple statement immediately defuses some of the tension of not being able to fulfill a request. And often when we do doublecheck, we find a way to get what the person wanted after all.

2 BONUS TIPS

#1 TIP

DON’T REVEAL A PRICE TOO SOON

CUSTOMER: “Hi, how much are your widgets?”

EMPLOYEE: “$10.75.”

CUSTOMER: “Ok thanks, bye.”

EMPLOYEE: “You’re welcome. Goodbye.”

DANGEROUS! Try not to state a price at the start of the conversation. Big, big mistake to reveal the price right away.

TRY: “Glad you asked. We have several types of widgets. Which were you interested in hearing about?”

OR: “Our widgets come in a variety of shapes and colors. Tell me what you’re looking for so I can get you the right price.”

OR: “How many widgets did you need? There’s a nice discount with 3 or more.”If possible, engage in conversation before giving the price.

#2 TIP

USE YOUR MANNERS

YUP. Not using: Please, Thank You and You’re welcome will lose business for you in a hurry. No matter how much or how little money someone has… they all need and want to be treated well. Using their name when you know it, makes a big difference as well. Those three little phrases are critically important to today’s business world.

–Nancy Friedman