Building a strong customer support repute is a constant process. You can come across unplanned situations anytime that can add to the learning process. Having said that, there are always some common mistakes that you can commit and these can always be corrected. What matters is staying committed and patient when it comes to putting the customer first and implementing the skills to create a positive customer experience.
If you look around, you will notice that the most popular service providers are those who have excelled in offering outstanding customer care services and won the trust of their subscribers. Users of RCN, for instance, are satisfied and happy because of the real-time response, high-quality assistance, and the readily accessible RCN customer service number to call anytime they want. This is why it is extremely important to understand that positive customer experiences can greatly affect the success of your business. Here is a look at the top ten mistakes you can avoid to make sure you do not lose any potential customers and cater to their needs in a smoother way. Understanding and eradicating these mistakes can help you gain a more competitive advantage in the market.
A Poor First Impression
They say, the first impression is the last and it is as true as it could be. Your customer is going to create an impression about your product and business in his or her mind, and little things can help land a big impact. How you greet the user calling you, your voice tone, your attitude, level of attentiveness, sincerity, and humbleness is what the customer absorbs within the initial minutes of the telephonic interaction.
That is what sets the mood of the customer and helps develop a bond of trust with your organization. The sooner a caller is addressed, the more professional and responsible your customer support department will appear. Therefore, it is important to pay attention to these small things that add up to create a positive first impression of not just the customer support team but also the entire organization.
Asking Irrelevant Questions
You must be as professional as you can. Only when you are being an active listener and paying close attention to a customer’s concern or query, you will be able to ask the right questions. This ultimately leads to solving the problem put forth by the customer in a better way. Asking wrong questions offends the caller. While, on the other hand, the right questions can help develop better trust and confidence towards your product or service.
Failure to Present Value
Customers might inquire about the price and delivery of your product or service. As a customer support representative, you must leave him or her with more than just the price and availability and other cold facts. You must also deliver the value of your product or service by giving a well-rounded knowledge.
Failure to Capture Sale
One important responsibility of a customer support agent is to capture the sale. It may sound simple but still, some of the worst agents will give you a lot of information but fail to ask you about the subscription. It is important to see yourself as a salesperson, so do not forget to ask for the sale.
Being a Non-Active Listener
As simple as it may sound, it is extremely important to be a good listener and not just be good with the talking. Focus on what the customer is saying and make sure your customer knows that you are listening keenly.
Absence of Sincere Appreciation
Just like the first impression is important, so is the last impression! It is a common mistake that we often see customer support agents hanging up without even saying thank you. You must always deliver a sincere thank you and leave a lasting impression, making the customer feel valued.
Too Much Focus on Operation
No doubt, the business operations should not be avoided, but employees need to focus equally on creating an emotional bond of trust with the callers. Once you have created an empathetic and trustworthy relationship with the caller, the sales-related operations will become easier and more impactful.
Not Following Up
Without follow-ups, you might end up losing leads. It is a simple task and customers appreciate you checking up on them. Moreover, it helps in retaining customers.
Being Unavailable to the Customer
You might have consumers dwelling in different time zones, so it is necessary to be available to them around the clock, so they can reach out to you anytime they want. Make your contact details easily accessible over the website and have adequate staff along with a chatbot facility to cope up with customer queries 24/7.
Lack of Quick Support
Your users expect quick support and response. Long waits can make them lose trust in your brand. Therefore, pay attention to providing real-time support and assistance for a positive customer experience.
The aforementioned mistakes are very common and can be fixed easily when paid due attention. Once you take care of these problems, you can set the customer support service standard high and have an edge over your competitors.