Five Common Customer Service Pain Points to Avoid
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Being Impolite to Customers
Look no further than Comcast to find an example, or two, or three, of how not to treat customers. No matter the situation, directing rudeness toward customers is never the solution. It's a one-way ticket to losing a loyal customer and possible brand advocate.
Solution: Be selective in staffing your service center. Easier said than done, but this is one example of when patience is a virtue. Hire agents for the traits – such as bearing and tact – that make them appropriate for customer-facing work, in addition to whatever specific industry skills they need to competently and confidently handle customer inquiries.
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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