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Obstacles to Good Customer Service
Exactly what constitutes good customer service is a lengthy subject with many variables and I could spend hours lecturing on it, but for the purpose of this article we will look at what the big obstacles are to good customer service. Attain a command of these and we will be well on our way to a honeymoon with our clients.
1. Attitude That Customers Are Replaceable.
They are not, and the sooner you understand that, the better! Instead of pushing an angry or disgruntled client down the elevator shaft, do your very best to address their complaints and concerns. Your clients' complaints can be your best friend and alarm to things amiss. Be grateful that your clients think enough of you to complain. Most won't, they will even tell you that everything is fine and then simply take their business elsewhere.
True, the customer is not always right, (any more than you are,) but the customer always deserves to be treated fairly, and with respect.
2. Inconsistency.
Be consistent in the level of your service, product representation, and professionalism. When these things vary customers become uneasy and uncomfortable, and soon move on.
3. Lack Of Good Listening Skills.
Truly and actively listen to your client. Immediately address their needs and concerns by first acknowledging them, and then fixing them. Beware of different frames of reference. What you consider short and what your client considers short may be inches apart.
4. Lack Of Strong Commitment To Customer Service.
Good customer service begins and ends with the owner's and/or manager's understanding of good customer service, their ability to inspire and lead by example, and their commitment to enforce their same high standard on the call center staff.
5. Insensitivity.
"I'm sorry, but our policy is..." or "There is simply nothing that I can do about it." These types of statements are fatal, even when they might be true. Some staff may even say unkind statements like "Boy, what a bitch she was."
Maybe she is a bitch, maybe her father died that day and she was simply out of sorts. The point is you don't know, so always assume that he or she is otherwise a very nice person who is just having a bad day. Further, such attitudes left unchecked soon become the rule not the exception, and this attitude then spreads throughout the staff like cancer.
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