3 Simple Ways To Minimize Mistakes In Customer Service
When it comes to the customer service industry, it’s imperative that mistakes are minimized in order to provide top-quality customer service to your clients. Unfortunately even a tiny mistake can negatively affect your business on a large scale and leave customers unsatisfied and eventually seek your services or products from competitors. In this day and age with technology at the forefront of everyone’s fingertips and customer review sites like Yelp gaining more popularity, it’s never been more essential that you provide the best customer service possible, no matter what industry your business falls into. Whether your business has been around for ages or you’re in the startup process, there are 3 simple ways you can help to diminish the amount of mistakes you or your employees make when it comes to the customer service you provide your clients.
1) Recording customer calls
Many large businesses will utilize the efficiency of a call center not only to be able to answer the questions of a mass amount of customers, but also to record their calls for quality assurance. If a customer becomes upset while on the phone with a call center employee, you’ll have a record of what went wrong and be able to better tackle the issue. In addition, you’ll have training materials to show your employees exactly what may have gone wrong during the call.
2) Thorough training process
Every business owner knows it’s far more expensive to hire a new employee than to keep new ones. One of the biggest mistakes you can make with your employees, and in turn the success of your company, is to not efficiently train everyone in the customer service skills that are expected from them. If you don’t properly train employees, not only will they make significantly more mistakes, but they’re also much more likely to leave you for another business, costing you more money in the long run. Take the time to provide good training materials and have a process in place that takes into account the potential learning curve in your industry.
3) Manage expectations
It’s important to manage both yours and your employees’ expectations as well as the expectations of your customers. In regards to managing yours and your employees’ expectations, this means taking on projects that are manageable and at an appropriate scale for your business’ size. Taking on a project too large for the amount of employees you have or the scope of your business will most assuredly cause many mistakes along the way. In addition, you need to make sure you manage the expectations of your customers by being truthful in your marketing and not overselling any offers. Almost nothing seems to frustrate customers more than false advertising, so make a particular effort not to oversell (or undersell) your services or the realities a customer should expect.
With these three simple implementations you can make sure to reduce the amount of mistakes made in the customer service field of your business and provide an overall better experience for your clients.