Home » Business » 7 Biggest Customer Service Faux Pas

Few businesses realize they’re making customer service mistakes—if they knew, they’d have corrected them long ago. There are plenty of excuses, from lack of time, money or knowledge to simply adding tasks to a never-ending to-do list. However, many of the biggest customer service faux pas are relatively easy fixes. It just takes knowing what they are to find fast and easy solutions.

Are you making the most common mistakes taking the Digital Era into account? Here are some of the biggies and how to correct them for happier, more loyal customers:

  • You’re not connecting to customers how they’d like. Depending on your customer base, you might have customers who like personal touches in a brick-and-mortar establishment, those who prefer regular postings on social media, customers who like checking out your blog, and there might be a strong preference for Twitter vs. Facebook. Use analytics to discover how your customers want to build a relationship with you, and let their preferences inform your outreach efforts.
  • You don’t have CRM software. Customer relationship management software, or CRM, gathers and analyzes customer data for you including purchase history, contact information, and how you’ve connected in the past to create an archive of data that can direct you on your next moves. If you’re still managing customer relationships manually, or not at all, there are definitely errors and oversights. Businesses of nearly any size can benefit from having a quality software program take care of the details for them.
  • Taking subscribers for granted. If you’re lucky enough to have customer subscribers, those who have signed up for ongoing services or product deliveries, it’s easy to take this regular income for granted. However, just like any relationship, without nourishment, it’s going to falter. Larger businesses might not even notice when a customer unsubscribes and surely won’t understand why. Nurturing subscriber relationships, perhaps with quote to cash software or a related automated service, will help these relationships flourish.
  • No ongoing training for staff. Your sales team shouldn’t just be about closing. Sometimes great relationships are formed without getting to that point this time, and sales teams should also be committed to follow-ups without annoying the customer as well as forming ongoing relationships. However, this skill doesn’t come naturally. Offering regular training to your sales team, not just when on boarding, makes sure everyone is on the same track and delivering the same messages.
  • Losing that personal touch. Regardless of your business’ size, it’s the little things like remembering a customer’s name or that they like a service done a particular way that builds customers for life. Word-of-mouth advertising is still the best, but in today’s world it’s often done via third-party review sites. Customers are powerful marketing tools, but they can choose to use that status to help or hinder your business. You never know when one customer might lead to many more.
  • You rely too much on technology. Items like CRM software can be a great tool for your sales team, but be careful not to depend on technology to a dangerous degree. If customers think there’s no human behind your company or if they’re constantly battling the tech you have to actually reach you, your business can come off as inhuman and cold. Again, remember those personal touches. Technology is a tool, not a replacement.
    Not matching your demographics to your approach. Who’s your target audience? Your customer service strategies will be wildly different if you’re working with Millennials compared to Baby Boomers. From age to geographic region, know your customer base and how they want to be served. Otherwise, you’ll be doing a lot of the right work for the wrong audience.

Customer service is both a skill and an art that’s always evolving. Stay on top of your customer service approach, and know there’s always room for improvement so you can continue growing your business.

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