Five Common Customer Service Pain Points to Avoid
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Providing False or Inaccurate Information
When a customer calls customer service, they're looking for expert advice. Nothing's worse than an agent who doesn't know how to handle a specific question properly. Even worse is an agent who tries to compensate for their lack of knowhow by providing incorrect information. When an agent leaves a customer with inaccurate expectations, they're creating additional problems that will only heighten the customer's dissatisfaction and can tamper with the brand's reputation.
Solution: Create a service culture where agents feel comfortable and supported in taking the time to find the correct solution, if one isn't top of mind. Additionally, representatives need to feel as though they can offer the assistance of someone who is more knowledgeable about a specific question and transfer the call to a supervisor.
No matter the industry, excellent customer service is a vital part of any successful business. Research shows 76 percent of Americans believe customer service is the best indicator of how much a company values their business. Fifty-five percent of people have stopped using a service due to poor service interactions.
Yet, customer service snafus continue to plague businesses. Starbucks served up the latest example of a company forced to apologize for poor customer service after an employee blew her lid.
There is no perfect formula for creating superior customer service, given the many variables involved, but there are a few common mistakes businesses should recognize and avoid.
With this in mind, CALLPROMISE co-founder Mike Oristian provides a list of five common mistakes and solutions that customer service managers would be wise to consider.
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