The following customer service mistakes are the three worst, happening often and driving customers to your competitors. But here’s the silver lining: These errors are easy to fix. By Nancy Friedman
The following customer service mistakes are the three worst, happening often and driving customers to your competitors. But here’s the silver lining: These errors are easy to fix.
1. Not being friendly enough: This is the no. 1 error, occurring on the phone and face- to-face. Customers should never feel they’re an annoyance or an interruption.
fix: Treat customers as welcome guests. A smile works wonders, whether you’re really feeling it or not. It shines in person and during phone calls. Without a smile, you are not friendly enough. It’s that simple.
2. Poor eye contact: If your gaze wanders, customers will quickly notice that they aren’t holding your interest and be offended. On the telephone, if customers sense inattention, it’s the equivalent of poor eye contact.
fix: Focus, focus, focus. In person, communicate your commitment by maintaining eye contact while answering customers’ questions, helping them find what they need, demonstrating a product, concluding a sale, etc. During phone conversations, listen closely so you don’t have to ask customers to repeat information. Don’t type unless it pertains to the call; don’t let your attention wander. Answer questions promptly and respond to comments to affirm your interest.
3. Ignoring customers while talking with coworkers: Service personnel make a terrible impression when they opt to finish a chat with a co-worker instead of establishing immediate rapport with the customer.
fix: End the conversation as soon as a customer appears. Period. Then greet the customer and ask to help.
– Nancy Friedman
Nancy Friedman is a popular speaker on customer service, communications, sales, phone skills and etiquette at franchise and corporate events. She is available for interviews, podcasts and onsite training. Contact her at 314-291-1012, nancy@telephonedoctor.com or visit www.nancyfriedman.com.