Your business is really doing some serious harm with its poor customer service. Not only are you freaking out these cats, but you’re doing phenomenal damage to your bottom line and driving away your customers all the while.
Unfortunately, you aren’t alone: U.S. brands are losing approximately $41 billion each year due to poor customer service.
We know you don’t want to keep these cats on the skids forever. Here are 10 horrifying customer service traits you need to start avoiding today to make your customers (and these cats) so much happier.
Poor kitty! She feels backed into a corner by your lack of concern for her issue. We know customer service can get tedious, but it’s important to make the customer feel like their problem is unique.
This may be the most appalling of all the traits. No one likes to be hung up on by anyone, but most especially when they have a problem. Regardless of what your customer is saying, never hang up on them. Need help? Ask a supervisor to assist you.
Why are you yelling at a sweet, fluffy kitten? Or your customers? Even when a customer is being abrasive or nasty, it will not help the situation if you get heated. Help the customer to your best ability and rest easy knowing you did all you can.
The customer isn’t always right, but they don’t need to be told that. It does no one any good to tell the customer it’s their fault. Instead, help the customer find a solution so they don’t feel like they need to hide in corner due to embarrassment.
When is it ever helpful to laugh at someone with a problem? Almost never is the answer. Making your customer feel stupid is just bad policy. Just because you think the solution is obvious doesn’t mean everyone else does. This also includes: funny accents, mispronunciation of words, and funny names. Hold your giggles until you have completed your transaction and the customer leaves.
Much like apathy, being too scripted is both irritating and scary. Customer service scripts are created to keep representatives on track, but there is always wiggle room for customization. Tip: real conversation doesn’t come from a script. Attempt to understand your customer outside of the confines of a script for true service.
If you really want to show your customers how little you care, ignoring them is a surefire way to do it. This can include anything from ignoring them to their face down to ignoring their questions and comments on social media. Don’t do it ever!
Being ignored is one thing (one terrible thing, that is). Being told to come back or call later follows right behind that. Even if the issue isn’t an emergency, having your customer delay for whatever reason you think is fit – and no logic makes sense – tells the customer they aren’t as important as other customers or that fancy sandwich you’ve been excited about all day.
Upselling with Reckless Abandon
This cat is just itching to bring this transaction to a close, and what do you do? You ask him if he would be interested in upgrade x, y or z. That’s simply too many options. Pay attention to your customers’ actual needs instead of inundating them with upsells that have little to do with their needs.
Just like this cat, your customers will leave if their business isn’t appreciated. Showing you customers how much you care can be as simple or as grand as your business can handle. Make sure you have a system in place to show your customers how important they are to you.
Tell us: what bad customer service traits scare you away from businesses? Let us know in the comments!