1) Saying 'It's company policy'
- When was the last time you heard this phrase and thought, 'You know what, you're right?' I'm guessing never. So don't ever say it! Using the phrase 'Company policy' tells your customer that you can't be bothered to find a solution that will help them.
2) Saying you'll take a minute and then taking five - Customers appreciate honesty. More often than not, they will accept the challenges you experience and will be patient so long as you're up front with them.
3) Not following up
- A guaranteed way to lose interest. What did they think of your service/ product/ idea? What was good? What could have been better?
4) Thinking all customers are the same - They aren't. Some customers will love you and say nothing. But some will hate you and tell everyone. And some will disappear without you even realising it.
5) Being unintentionally rude - This is a tough one. Customers are sensitive, particularly when they're new to your organisation. Chatting with your pals while customers are present is a massive challenge especially in hospitality and retail.
6) Thinking they are happy - Most customers won't tell you if they are unhappy. They'll just stop buying and they'll tell their colleagues (plus anyone else with ears) about their poor experience. Anyone but you. Beware the Silent Customer!
7) Misunderstanding the importance of customer service - Customer service is often seen as an afterthought - something you do to get out of trouble. 2014 will be a massive year for customer service as consumers start to spend more and expect better levels of service.
Do any of these sound familiar? Would you like your organisation to raise their game?
If you're ready to change your customer service levels, pondering a change or merely inquisitive, join me on my free 30 minute webinar on Monday 2nd December at 7pm. I will be speaking all about my brilliant new event 'Leading Hearts and Minds Masterclass'.
To register a place for the free webinar simply email ruth@michaelheppell.com
with your name, organistation, position and a telephone number. We will send you the log-in details and pass key.
Be Brilliant!
