Working in customer service isn’t for everyone. However, if you are a business owner, this is one of the hats you must wear. Unfortunately, you never know when an issue may pop up and the way you handle it goes a long way in a person’s willingness to continue doing business with you.
Not only that, but not handling customer service issues properly and promptly can lead to one customer telling others about their experience. If you want to avoid customer service nightmares, then getting to know some of the most common problems is essential. Keep reading to learn more.
1. You Take too Long to Solve the Problem.
One of the most common issues a customer encounters is that it takes way too long to reach a resolution. There are two reasons this may occur.
It may be that the problem is difficult to handle. This is when using a free ticketing system can be invaluable. It will allow a customer to immediately report an issue, which can be sent to the proper person to be addressed.
The other reason this may occur is because of your team. There may be things moving and going – but does any of it really make sense? If not, this is just going to frustrate the customer further.
You have to find a solution and put it in motion quickly. This will appease the customer and prevent negative reviews or comments.
2. The Customer is Transferred Again and Again.
One of the main reasons a customer may lose their temper is if they are switched between departments. This could happen at a call center, but it may also occur in a live chat.
The most common reason this happens is that the person handling the customer service doesn’t know what to do. As a result, they transfer the call hoping someone else will. This is when the customer becomes a “hot potato” and no one wants to be left with their problem.
If this happens often, then it may be time to invest in additional training for your staff. This is going to be the best way to handle the situation and ensure it does not get worse.
3. Your Customer Received a Faulty Product.
Unless you are the manufacturer of the product, this is not your fault. While you can’t do anything about how the customer feels about the item, you can change the perception they have of your business. To do this, start by apologizing and empathizing with their situation. Mention that the item may have been damaged during the shipping process, so they know you don’t make a habit of sending broken items. Make an offer to replace the item or refund their money.
Remember, apologies are important. Just because you are apologizing, it doesn’t mean you are saying you caused the broken item; however, it can go a long way with an unhappy customer.
Being aware of some of the most common issues with your customer service department is the best way to help your customers resolve an issue and move on. Don’t ignore problems and don’t try and get the customer to “give up” by making it difficult to get a resolution. These acts are going to damage your business, as a whole, more than you think. Instead, take action. If possible prevent the issue. Be aware that most customers just want a suitable resolution.
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