In practice, this proverb acts as a competitive indicator that can hit or completely miss your business targets.
Businesses are not immune from making mistakes and unfortunately, customer support is one of those mistakes to which businesses are prone.
In this blog post, you will find out what are the Top 5 Most Common Customer Support Mistakes, so, stay with us for a while!
#5 Taking customers for granted
Even though businesses know about this, mistakes in this field are pretty common. What happens in practice is that businesses become unaware that they can lose even their most loyal customers.
How? You guessed it – by taking them for granted.
This includes not listening to their needs and inquiries, and way up to not offering solutions.
Once customers are taken for granted, a new phase known as the “beginning of the end” starts to form.
Instead of this, the customer support department has to show empathy, be proactive and always listen to what customers have to say.
Once this is utilized, customers will be more than satisfied, and by default, this will lead to more profit.
#4 Too many transferred calls
Customer agents are trained to offer solutions to their customers, yet, they are not magicians. Or at least, people say so.
If you put yourself in the customer’s shoes at least for a day, you can find yourself lost in a labyrinth, especially if you have an ongoing problem.
How? Well, most of the customers are getting transferred from one agent to another, before they are offered a solution.
Some studies show that 42% of customers expect a quick transition from the call center agents. If this isn’t met, frustration begins and this is fatal.
Therefore, businesses have to lower the CTR (Call Transfer Rate) and increase the number of given solutions.
There are many ways for lowering CTR, and one of them is to introduce Automated Call Distribution.
Nonetheless, we recommend you avoid transferring your customers from one agent to another for a long period of time. Don’t do over-automation as well.
Train your agents instead, find a balance, and this practice will surely improve the overall customer experience.
#3 Focusing too much on the scripts
How do customers feel? What are his/her needs? Do call agents use professional, yet, friendly voices?
These are only a few of the many situations not written in the script. At the same time, they matter the most!
Fortunately, our company puts customers on a pedestal, and the interactions are not held in a robotic way.
#2 Over-Promising
Overpromising and not delivering is one of the most common business and customer support mistakes.
For your information, 65% of customers said they have changed to a different brand because of a poor experience. Therefore, keep in mind that each word will be accurately registered by every customer.
Customer support agents along with the brand itself should rely more on the “Under promise over-deliver” way. Not on the (over)promising part.
Hence, avoid empty promises or promises that can’t be met, and instead, focus on the present, ongoing problems that your customer is having.
For example, if a customer is annoyed by the business services, and the business offers a bundle/discount as an act of an excuse – this is excellent.
But, if the promise is nowhere near nor matches the expectations of the client, then, the company will have minus one (loyal) customer.
#1 Slow and sluggish support
People don’t have time to wait, not in the 21st century. Each one of us has a busy schedule, and as you know, every minute counts.
From a business perspective, every efficiently used minute translates into profit and more space to acquire new customers.
Nowadays, companies can introduce a vast variety of different support channels – e-mail, social media, telephone, outsourcing call centers, etc.
As a matter of fact, you can find out more information about which industries use call centers the most – here and what’s the difference between inbound and outbound call centers – here.
According to a survey made by American Express – 78% of customers in 2011 said that they had stopped using a business as a result of experiencing poor customer service.
That’s why it is more than advisable for businesses to be proactive and fast in resolving customers` inquiries because this is vital for the company’s success!
Conclusion
Out of the numerous common mistakes out there, we have decided to mention just only those that we think are the most common.
At the same time, Legendary-Swiss recommends you keep them in mind regardless if you’re a company or a customer support agent who is reading this.
Follow our blog in the future as well, because here you will find out many interesting topics that you will surely like!