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The Worst Advice For Customer Service People

By Angus McDonald - 18/11/2020 6:30:00 PM

Customer service has indeed changed over the years, but it’s still no excuse to stay stuck in the past. Even with the copious amounts of information, tried and true techniques, and the proven facts we have today, people are still giving out bad advice. There are still common misconceptions that float around and get companies into bad situations.

Here, we’ve listed some of the worst advice that’s ever been given in the customer service space so hopefully, you can avoid it.

Anyone Can do it

While it may be true that you can train anyone to answer your phone or manage your email inbox, not everyone is cut out for actually serving the customer. Things like tone, attitude, communication skills, and confidence all play a role in quality customer service, whether it’s face-to-face or not.

When hiring for a customer service role, you must consider these things as well as discuss them with the candidate. A short temper or someone easily flustered will likely never thrive in a customer-facing role, so look closely for the qualities you need.

Don’t Stay Available 24/7

Having support available at all hours of the day is indeed costly, but don’t let anyone tell you it’s not worth it. If your business is very small, perhaps you needn’t think of this right away. But, larger companies must consider that their customers could be shopping at any time.

One study that spanned many countries found that 83% of shoppers say they need some sort of help during the online purchasing process. If any of these people are browsing your website during off-hours, imagine how many are abandoning their cart because no help is available.

While it may require some additional expenditure, the initial investment in around-the-clock customer service will return itself in the form of the sales you’ll save.

customer service

Social Media Doesn’t Matter

In the grand scheme of things, social media is pretty new. So, it stands to reason that there are still some fighting it. Don’t let these people convince you that social media isn’t at the forefront of the customer experience.

While even the older generations have picked up on social media in some capacity, younger generations rely on it. Millennials, especially, tend to look up a company’s social profiles before making a purchase. Once found, they may reach out via these platforms with questions or concerns.

If you ignore social media or aren’t even present, you risk losing a huge chunk of your customer base. It’s also worth noting that a bad review on social media goes much farther than even a few good words in the physical world.

Practice Smart Customer Service

Don’t let yourself get caught up in bad advice from those who are behind the times. It’s crucial that you acknowledge the importance of customer service and that you pay attention to the most updated information.

The world is evolving and customer service is no different. Be diligent and put in the time and effort necessary to provide top-notch customer service. Both your customers and your bottom line will thank you.

 

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Tags: Customer Success, Customer Service