Excellent customer service is crucial to the success of any business. The performance of your customer service can make the difference between good reviews and repeat customers. Therefore, mistakes can lead to disadvantages for your company, especially if one mistake leads to another.
Here are the 5 most common customer service mistakes and tips to avoid them:
1. No sufficient training
This is one of the most common shortcomings in customer service that must be avoided. It’s a failure if your service team doesn’t ask the right questions or takes too much time to respond to understand customers’ needs.
Tip: Train your employees in customer service systematically, e.g. through regular further training, to keep them up to date in the area of communication.
2. Low reachability
Customers should be able to contact you at any time. You lose trust and the reputation of your company is damaged if the necessary accessibility is not given.
Tip: Organise your service employees with flexible times across different channels so that your customers can reach you anytime, anywhere.
3. Lack of tracking
A big disadvantage is not having the right platform to measure the performance of your employees and to capture your customers’ calls in order to evaluate solution proposals.
Tip: Integrate software that allows you to give feedback to your employees on your approach and your solutions. In this manner, you offer your service staff the opportunity to develop further and can implement your processes at the same time.
4. Your customer service does not identify with your brand
Your customer service should know and reflect the personality and values of your company.
Tip: Make sure that your customer service identifies with the values and goals of the company. Your customers should feel that they are speaking directly to your brand. The employees should respond to the needs of the customers and offer flexible and individual solutions.
5. Lack of product knowledge
Answering customers’ questions incorrectly or failing to find a solution in a timely manner can lead to dissatisfaction on both sides. When your customers contact you, you have the right to receive a suitable answer to their questions.
Tip: Every call that reaches your call centre is unique. Ensure that your customer service has a comprehensive technical understanding of all your products
The best customer service is provided by PVS Relationship Services – your Premium Customer Care Partner. The goal is to provide the highest level of customer service, aligned with your goals, to give your customers the best customer experience. As innovative thinkers in the field of customer care, e-commerce service and outsourcing, PVS Relationship Services offers you and your customers a whole new service experience. With many years of experience in dealing with premium brand customers, PVS can flexibly adapt your customer care to your ideas and to the needs of your customers.
Whether large companies, traditional manufacturers or freshly founded start-ups, PVS RS is close to the customer for you and strengthens your relationship on all channels. In addition, the service is offered in all European languages.
For more information on PVS Relationship Services, please visit: PVS RS or feel free to contact Franco Aleo directly (aleo@pvs-rs.com) for initial advice.
Estefania ist seit 2021 als Online Marketing Managerin bei PVS tätig. Sie erstellt Inhalte für Blog-Beiträge, die sich rund um das Thema E-Commerce und Fulfillment drehen. Händler und E-Commerce-Brands können von Tipps, Trends und Herausforderungen in der Branche profitieren.
