7 Common Customer Service Issues to Avoid
Poor customer service costs businesses $62 billion each year. Persistent customer service issues can adversely impact your dealership’s hard-earned reputation.
Here are 7 common
customer service mistakes issues to avoid.
1. Not listening to your customers
Active listening is a
great skill that your support team need to master. Failing to listen to your
customers carefully and making assumptions on your own instead, is a big
mistake.
Remember, the best
service reps are active listeners. They pay attention to every tiny detail and
can easily relate to customer priorities.
2. Leaving your customers on hold forever
No one likes waiting,
and your customers are no exception. Numbers say that 32% of consumers expect a
response within 30 minutes of raising a query.
Making your customer’s
wait will only hamper the customer experience.
3. Not being available for your customers
Customers expect
dealers to be available when they need assistance. If you fail to show up, customers
can lose trust and end up switching dealerships.
Hire adequate staff
for customer facing operations. Also try automated chatbots available to
customers 24x7.
4. Rude customer service agents
Nothing puts off
customers like rude behavior. Rude customer service agents can be a major turn
off for customers.
Train your support
agents to be more empathetic, practice active listening, and maintain a
positive attitude.
5. Failing to apologize to your customers
When customers
experience inconveniences, do not refrain from offering an apology.
Research reveals that
37% of customers were satisfied when offered a solution. The number doubled to
74% when businesses added an apology to it.
6. Not offering omni-channel support
Businesses that offer
omni-channel support recorded 89% customer retention, whereas others
recorded just 33% customer retention.
Offer customers the
facility to seamlessly converse with you on the channel of their choice, be it
the telephone, social media, or live chat.
7. Not keeping up to customer expectations
The bottom line is, always
under-promise and over-deliver. When you do it the other way around, customers are
likely to leave.
Also, do not forget to
collect customer feedback regularly to determine if you’re indeed meeting their
expectations.
For more customer service tips, Contact Us.