Monday, 25 July 2016

3 things you should never say to a customer

As a company employee, you represent the brand. It doesn’t matter what your title is, you are an extension of the brand – their expectations, their standards, their tolerance, their perception. Yes, all of that is reflected in you. Employees who actually face and communicate with customers have a special responsibility to the brand. They should uphold a high standard of excellence, but only if the brand requires it. If the brand doesn’t require, then it probably will not last or get delisted, or worse. You don’t want that.
When customers enter or call a business, they expect service. Sadly, some are surprised these days when good service comes from unexpected places. The lack of real customer service can be attributed to many things: lack of experience, lack of knowledge or lack of concern to name a few. Without a flexible customer experience a business is not able to offer great customer service. To enhance this customer experience one can make use of Social Login in which the existing social media accounts provides necessary profile data of the customers and with this data a business is able to understand the needs of the customer and as a result great customer experience is offered.

Here are a few things you and your staff can avoid that will always make the experience better for the customer and show them that you are there for them.
That’s not my job. This is not the attitude neither you nor any of your staff should have. If you’re with a company, then you represent the brand. And no matter what, your job is to solve the customer’s problem. No matter your position, take responsibility. If you are a manager, you should be leading by example. If you are entry-level, you should be showing some initiative.
There’s nothing I can do. There’s always something you can do. This is like saying you don’t care about the customer’s needs. Take their number and call them back once you get an answer. Go out of your way to do something. If you are a manager, reward your team for innovative solutions to problems.
Hold please. Don’t ever tell a customer to hold on and not tell them why they are holding. It’s frustrating from a customer perspective to be left in the dark. Instead, let them know exactly what you are doing to fix the problem. Are you calling a manager or looking something up? Tell them for patience sake.
If you can avoid these statements, you’re on the right track. Don’t ever forget that without customers, you have no business. It’s important to gain their trust so they keep coming back for more. One really bad customer experience can ruin a return.

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