A huge generalisation but why is customer service not where it should be today (particularly when it comes to big organisations and call centres)?
5 common mistakes made time after time:
1. Lack of empathy.
→ Not understanding customer's feelings or perspectives.
Do this instead
↳ * Practice active listening.
* Show genuine interest in their concerns.
2. Ignoring feedback and not listening.
→ Not considering customer's suggestions or complaints.
Do this instead
↳ * Regularly review customer feedback.
* Implement necessary changes accordingly.
3. Poor communication.
→ Not conveying information clearly and effectively.
Do this instead
↳ * Use simple, understandable language.
* Ensure your message is concise and clear.
4. Inconsistency in service.
→ Varying levels of service quality.
Do this instead
↳ * Maintain a consistent service standard.
* Regularly train your team.
5. Neglecting follow-ups.
→ Not checking back with customers post-service.
Do this instead
↳ * Regularly touch base with customers.
* Ask for their feedback on the service.
How are you ensuring top-level customer service in your organisation?
