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In some cases, it might be helpful to ask the customer what she would like to see in terms of a solution to get an accurate idea of what the expectations are. Restaurants can take back a meal, airlines can change a ticket and computer stores can offer a replacement product. Once you know how to meet your customer’s expectations, see if there is anything you can do to exceed them. A free dessert, upgrade to first class or complementary software is often more than enough to let the customer know you are sorry for the mistake and are ready to go the extra mile to make him happy once again
So, Customer service mistakes happen – it’s what you to about those mistakes that makes the difference for a customer. With a little service finesse, you can transform that mistake into an opportunity to transform an irritated customer into a loyal and happy patron.
This is the top 10 of common mistake that we often encounter it.
1.Taking the customer for granted. I've noticed it is common for the employee to forget the expected niceties: "Good morning," "How can I help you?" "Let me check for you," "Thank you," "We appreciate your business." Customers have come to expect these phrases, delivered sincerely, when they are purchasing something. A quick way to make customers go away is to take them for granted and stop showing you appreciate them.
2.Make sure it is clear to your staff that you expect them to show politeness and appreciation toward customers. Give them some leeway on how to express that, so they don't sound like robots. If they go a bit too far--"Hiya, dude!"-reel them in by telling them what you'd rather they say.
3.Using jargon; expecting the customer to understand your lingo.Even when the customers are highly trained professionals, they may not be familiar with your company's acronyms or buzz words. If your company deals with consumers, don't assume they understand industry talk. For example, when an insurance professional says "binder" she means something entirely different than the image the consumer conjures up, which is usually a vision of a three-ring binder!
4.Listen closely to what your people are saying. Or ask someone who doesn't know your business to call and talk to your people. Get them to tell you how they were treated and what words your people used that were confusing.
5. Speaking so fast that the customer has to ask the employee to repeat. When you hear a customer repeatedly asking your staff member to repeat himself, this is a sign he's speaking too quickly. When he slows down, he needs to make sure his tone won't be interpreted as condescending. The reason the customer is asking for the information again is not because she's dumb, she just may be unfamiliar with what your employee is saying, so may need it slowed down a bit.
6.Giving short, clipped answers. When staff say "Yes" instead of "Yes, let me look that up for you," or "Yes, we do have that in stock" it can come across as unfriendly and curt. Adding a few additional words to amplify the point conveys a friendly demeanor.
7.When you hear your employees giving short answers, pull them aside afterwards and help them understand how clipped answers can be interpreted negatively by customers. Suggest she add a few more words to her answers to show she's friendly and interested in making the customer feel appreciated.
8.Not being proactive when a problem arises. When a customer initiates a call about a problem, he's even more angry when he finds out your company knew about the problem, but didn't notify him immediately. Train your people to call customers as soon as they're aware of a problem. It is not always a pleasant call to make, but it is more pleasant than when the customer calls first.
9. Not appearing like they care about the customer's complaint. Often customer contact staff don't show that they care about a customer's concern, or may even get defensive when a customer complains. Perhaps it's a common complaint, so they've become callused because they've heard it so often. Or perhaps there's nothing they can do about this issue. If they would even act like they cared many problems would be resolved quicker, and the customer would feel that your business was concerned about their issue.
10. Being pre-occupied with other tasks (talking with co-workers, paperwork, stocking shelves). Train your staff to notice what's going on around them. Teach them to look up from what their doing often, and approach customers who may look puzzled or lost. This not only increases the customer's impression of your service, it cuts down on any shop lifting.
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