All businesses have their own unique customer service demands. But there are common errors that occur in any business setting. Simple mistakes in communication or manners that lead to larger problems. Here are a few “do’s & don’ts”.
-Let’s start with patience, or lack of:
A customer approaching you doesn’t always know what they want or how to articulate the problem they’re having. They may be shy or merely lacking in social skills. No matter the circumstances, your job is to instill in them a sense that they’ve called or approached the right person. Then help to fulfill their needs. If it takes a moment or two for them to get to the point, so what?
Additionally, customers are often looking for the best price but feel too awkward to communicate clearly about it. If you’re impatient, they’ll pick up on it, and resent it, no matter how subtle your passive aggressiveness happens to be. And they’re right to feel that way; your lack of patience is inappropriate, condescending too. The reason you’re there is to help them buy something or to fix a problem, right?
-Another one of the common mistakes in customer service is making you feel, “your time’s up”. You’ve gone past the time the “allotted” for you? Maybe it’s a tech support rep at a software company or a banking rep at your credit card institution. And if you’re with one particular cell phone carrier, your time is surely up after you’ve made it clear your intention is to spend less, not more money.
A similar situation comes up with customers who move slower than you’d prefer. You may have a quota to meet, be mid-cycle in a task or simply resent the pace at which they’re moving. Hurrying them is always the wrong thing to do, and assuredly a mistake in customer service.
-Not stopping what you’re doing to answer the customer: Is what you’re doing really so important that you can’t take a moment to escort the customer to the item they’re asking about.
This could be, continuing to walk away while answering, standing your ground when the customer is not near you, forcing them to talk loudly. Happens daily in any retail setting. Not looking at the customer while speaking to them, like the medical receptionist who checks you in while continuing her paperwork. The restaurant server who doesn’t immediately bring you back the missing utensil or condiment you asked for. The instructor who pays little to no attention to your question, then continues on with what “he” feels is important.
-Not fully explaining, mumbling, giving too short of an answer for that particular customer. Then not checking to see that the customer understood your answer. It’s not the customer’s fault that he or she doesn’t understand you. Clarity is part of your job.
Maybe you’re giving a customer directions or explaining how a tool or electronic device works. Maybe you’re a laser tag referee not fully explaining the arena’s intricacies before the game begins, which cheats the patrons out of fully experiencing the game. It’s cheating the owners as well. Because these patrons won’t enjoy themselves as much as they should have and might not return.
-One of the common mistakes in customer service is “expecting customers to be a certain way”… The customer is unsmiling or not speaking loudly enough or not giving “you” his full attention…and you react negatively. Even, take it personally.
Well, if you’re expecting customers to behave in a certain way, you have things backwards. If you’re only interested in servicing people who kiss your butt, who approach you as if they’re asking a favor…maybe you should find another job…seriously! But a simpler option you might consider, would be to change your attitude!
As you can see, most of these “Dos & Don’ts” in customer service pertain to, “going the extra mile”, stepping out of your comfort zone, and a willingness to help… In customer service your comfort zone should be anything that helps the customer.
And if you’re not willing to go out of your way for a customer, what are you doing in customer service?
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/warmth-in-customer-service/
https://thelittlecustomerservicebook.com/commonsensecustomerservice
