If you are starting a new company, then you must have thought about a customer support team. Well, it is time for you now to read up on a few tips and guidelines that can make you work on your customer service and make it robust for the clients and callers in general. While providing an incredible service, you should also keep into account the things that are looked down upon in this industry. You know, the biggest sins of customer support. We understand that humans are bound to make mistakes, but there are certain ones that can put your company’s reputation in jeopardy.
So, keep reading this article because we are going to enlighten you with some of the things you should never ever do in customer service.
Not Being Empathetic
Being empathetic can change the whole game for your brand. Also, it is one of the most important things because it adds a human touch to your services. Not showing emotions and empathy towards the callers can lead them to think that their opinions and concerns don’t matter to you. Letting the customers know that you understand where they are coming from and how they could be feeling about the issue in question can give your company quite a positive image in the industry.
In this case, you can take a few pointers from companies like HughesNet, which is known for providing excellent customer support. Its agents are ready around the clock to answer your queries, and that too without letting you feel like your concerns are not valid. Moreover, it provides a way for people who speak different languages like Spanish, so you can feel heard and valued. For more information, you can check out Hughesnet español to learn more about how the customer support team should interact with the consumers.
1. Bombarding Customers with Information
Never ever overwhelm your customers with unnecessary, irrelevant, and way too much information. Also, it does not only overwhelm them but also puts them off. Put yourself in their shoe and think about it; how would you feel if you called customer support regarding some issue that you are facing with their product, and they began to bombard you with irrelevant information related to the said product.
Even if you think that the information is somewhat related to their issue, it is still recommended not to bore them or intimidate them with all the details. Get to the main topic and be very precise. Exposing the customers to unnecessary and long details can confuse them, and they might even choose to go to your competitor only because they expect you to be direct and relevant.
Staying on the topic and only giving the callers information that they need is enough to satisfy them.
2. Passing Around Callers
One of the biggest mistakes that you can do in customer service is passing around callers among the agents. The caller expects you to jump right into the action and get their queries answered. No one wants to be passed around because this only shows the incompetency of the agents in solving the issues.
In addition to this, if your customer support representatives keep passing the caller from one rep to another, then chances are pretty high that the callers would choose to stop doing business with you and instead go to your rivals.
3. Making the Callers Wait
Passing the callers around is one thing and making them wait for too long in the line is another sin in customer service. Waiting time puts off the prospective buyers or even current clients instantly. They lose their interest in your product and develop an opinion about your company, which according to them says that your company lacks proper support team and you might want to hire more staff that can cater to the needs of clients.
One of the prime ways to satisfy your customers is by letting them know that you value their time. If you are going to make them wait in line for too long, only for them to realize that your agents cannot even come up with a solution for their problem, then get ready to lose a customer.
4. Not Listening and Understanding the Callers
Do you know what the biggest no is in the customer service department? Not listening and comprehending the customers. On top of it, immediately giving solutions and suggestions without paying attention to what are the concerns and questions posed by the clients.
Listening to the callers only to give them the autopilot answer that you have designed to give is not going to help your business in achieving success. Often, your customers fail to explain the issue properly because of different reasons, but it is up to the agents to try to come up with solutions. This can only happen if they closely listen to the caller and make efforts to understand them.
This is exactly why it is always recommended that you first listen, understand, and then respond. Never jump to conclusions and in order to avoid any misunderstandings, try to take your time and then give the right and appropriate suggestion.
Keeping in mind that customer satisfaction is the ultimate key to the success of any business can help your company a lot. In this regard, there are some mistakes that you should always avoid making when it comes to your customer support. So, if you are starting your business off the ground, then don’t take any risks and keep the above-mentioned points in your mind.