3 customer service mistakes you’re making online
It doesn’t matter what industry you’re in, or if you deal directly with your customers or clients, every business has a service element to it. Businesses are nothing without their customers and clients, and you need to ensure you’re keeping your interaction with them at a high level.
A study conducted by Creative Strategies found that 93% of customers say that quality customer service was vital to maintaining brand loyalty. That’s a huge number of people who would remain loyal to your brand if you just gave awesome customer service. Seems simple enough, right? Well, you would think so. But unfortunately, even in this digital world where negative feedback can be spread across every social platform in a matter of minutes, many businesses are still leaving customer service as a second thought.
We want to change that, so we’ve put together some of the most common customer service mistakes you could be making, and some ways you could improve on them:
Not keeping the customer in the loop
Whether it’s updating your customer on the whereabouts of their order, or keeping them on hold on the phone for a few minutes without an update – keeping your customer confused or concerned won’t do you any favours when it comes to building brand loyalty.
Remember that your customer isn’t usually in the room with you, and can’t read your mind. Put yourself in their shoes and ensure you are keeping them updated on whatever they might need to know. Even if you don’t have an answer for them, let them know that, and then they won’t feel forgotten.
Not taking ownership of a situation
Whether or not the customer is right in the situation, the worst thing you can do is put blame solely on them, or pass the buck. It’s your business and brand on the line, so take responsibility no matter what and show them you care. You might not be able to fix every situation but it’s good to at least try. This is particularly true online where anyone can see this interaction, giving it the power to shape their perception of your brand too. This doesn’t mean you have to grovel or incessantly apologise – what it does mean is standing up for your brand and making the situation as right, and fair, as possible.
Pushing irrelevant upsells
Upsells are great for business, and can actually be quite helpful to a customer or client who may have been unaware that another product or service goes really great with the one they’re about to purchase. The trouble starts when businesses try to just push any old thing onto every sale. It screams desperation, and customers see through that really easily. Make sure that whatever you’re trying to upsell or add on actually has relevance to the initial sale. By showing genuine interest and care in your customers and clients, you’ll build on that brand loyalty even faster.
We pride ourselves on our customer service at Green Door Co. If you’re stuck with how to speak to your customers online, contact us today!