If a visitor wants to clarify his features before purchasing a product, he will ask a chat question or call the hotline. If the buyer has difficulties while using the product or service, he will do the same.
In these cases, a customer service employee will communicate with him. And it depends on his professionalism whether the visitor will turn into a regular customer. Therefore, let's look at what mistakes the customer service employees need to avoid.
1. They make buyers wait too long
Speed is appreciated today in everything. You really want the visitor to stay with you, and not go to a competitor or watch the new series of “Game of Thrones”?
create a chat bot that will quickly answer basic questions;
add the ability to connect an operator, for example, as a menu item in a chat bot;
Specify the response time.
Tell us when you contact the customer.
The more information your visitor receives immediately, the higher the likelihood that he will remain on your page.
Want to know the main stages of creating a service that sells, and where is the line between rudeness and justified demanding guest? We are waiting for you at the free workshop “Increasing company profits through customer service” .
2. They are not sufficiently informed.
Customer service workers must promptly answer all your customers' questions. Therefore, they need to know about how the company works, how you can pay for goods, what hours delivery is, and answers to other questions.
First of all, tell the customer service employees about all the innovations. They represent you in front of customers. And any mistake they make casts a shadow on you and your company.
Life example: once when buying courses, I clarified in a chat on the site when online webinars will be held. I was told that every Wednesday. I planned my next month based on this information. And at the first webinar I learned that classes will be on Fridays. Plans had to be changed urgently. Agree, this is not very nice.
In addition, the customer service must know the responsible employees in order to quickly transfer questions, complaints and recommendations to those who put them into work. Make a separate document where all the contacts are written so that they are always at hand with the employees. Or create a group chat in which add all the employees.
3. They create additional problems.
What do you do if your product turned out to be of poor quality or you did not deliver it at the time agreed with the client? Sorry. But sometimes this is not enough. It is important for the client to understand how you will solve the problem.
Therefore, make sure that the customer service staff quickly and efficiently solve the difficulties that arise with customers like deals websites slickukdeals(.)com. Not necessarily themselves, they can and should attract other employees. But the problem must be solved, and the client must understand when he sees the result.
4. They neglect to work with complaints
The answer to the negative is real art. Especially if you are not a fan of scandal, but an adequate client who is ready to continue cooperation in the future. If you have a good conversation with him.
A competent customer service employee should determine which customer is dealing with:
a brawler who likes to find mistakes, shortcomings and publicly talk about them;
a competitor who wants to "slander" you;
a client who wants to be helped.
If a person writes a complaint in order to attract attention and get the desired level of service or product quality, you need to satisfy it.
Remember: negative reviews help you get better. They identify problems that exist. Therefore, it is important to set up work with complaints. Ideally, customer service employees should pass them on.
5. They do not hear the client
Do you know why your product is not bought? Because visitors:
do not understand the benefit for themselves;
they are afraid that the price is too high, the product is of poor quality or that you will receive money and disappear, etc .;
not sure whether to buy a product or service.
Someone just closes the page and leaves. Others will write or call. And here it is important that your employee understands how to properly build a conversation. Sometimes you need to listen, agree with what a person says, and correctly push him to buy or offer him a right coupon with nice discount slickukdeals(.)com/vouchers/all. Or ask questions so that he moves in the direction you need.
Play possible situations. Gather employees, divide them into buyers and customer service. Give each group a difficult situation and watch how they will engage in dialogue.
Listen to recordings of existing conversations with customers and select indicative ones. Create a sample database and give employees access to it.
6. They do not keep promises.
Imagine the situation: the buyer wrote in a chat about the existing problem, he was told that tomorrow at 10:00 they would call back and sound a ready-made solution. And forget about him. You have lost a potential customer. Unpleasant? Especially if this situation repeats itself constantly.
Create conditions for the client-services where it is impossible to forget the promise. Use a CRM or task scheduler. Also, first check how disciplined new employees are.
7. They forget that the customer is always right.
You are equally attentive to all customers. We are ready to communicate with them not only about your product, but also to help them solve any difficulties. But are you sure your employees are doing the same?
A simple human attitude is never left without attention. It is important to constantly convey to the employees your attitude towards customers.