Customer service sometimes gets a bad name but it is integral to any retail business here in the Edmonton area and beyond. There is a lot of competition in Alberta and Saskatchewan for both results and relationships, especially as we head closer to spring and an increased selling season. Sometimes the quality of the service is the only ingredient that keeps a customer coming back. Unintentional and careless mistakes often will make the customer service a poor experience for everyone. People remember negative experiences and will tell others about them in great detail. Surprisingly, good experiences often get little mention.
Here are five mistakes in customer service that must be avoided in every situation:
- Not paying attention: Talking with fellow workers while a customer waits at the register, or worse; taking a personal phone call during a customer interaction will send a message that will be remembered. In every situation when you are busy, just smile and wave to acknowledge the person. This will hold them until they can be greeted properly.
- Phone insensitivity: No one likes being transferred from department to department when calling into a business. This will often send people over the edge of patience. People call for a reason and a live person makes a good impression regardless of the reason for the call. This is important any time of year.
- Losing your temper: Patience is always a true customer service virtue. Getting mad, upset or angry with a patron or customer who is also mad is just never good policy and will unfortunately make things worse. Take ownership and control of the situation regardless of who started what. Manage the stress and when things cool down, solve the problem.
- Overpromising: In any scenario always be honest. Never overpromise. It is as bad as under-delivering. Do everything right the first time. Consistency is critical.
- Dishonesty: Lying to a customer just to get rid of them is just plain rude. Even though they have hung up or walked out the door; you can bet they will tell everyone they know. People know when you are dishonest.
Good customer service is by definition GOOD. At your next customer service session, think about the Dale Carnegie Principles. They are a great recipe for success.
This post is shared with you by the good folks at Dale Carnegie NOW- Northern Alberta and Saskatchewan. We would love to connect with you on Facebook.
Photo: Stuart Miles, freedigitalphotos.net