Customer Communication Errors retention is less expensive than customer acquisition and is a far less complex task. Once you have wooed a consumer to your business and turned them into customers, statistics show that they typically buy again from you. A loyal customer is deemed 10 times more valuable than their first purchase.
Unfortunately, however, many businesses need to pay more attention to the importance of customer retention. Customer communication errors are a leading cause of losing customers to rival companies, with many businesses failing to realize the importance of quality customer service.
This blog post will look at seven common customer communication errors and how to avoid them.
- Undertrained Customer Agents
Quality customer service stems from quality customer agents who have been properly trained. Efficient customer service, whether in person, online, or over the phone, requires speed and detailed knowledge of a customer’s query. If the customer agent is left scratching their head at a query, the customer is likely to be satisfied or dissatisfied.
To set your business’s customer agents up for success, you must ensure they are thoroughly trained. Before ‘going live,’ your agents should have an in-depth knowledge of your business and its products and services. Ongoing training should also be part of the job, given how businesses can evolve quickly and offer new products or services.
- Limited Availability To Customers
Customer service is about being there for customers, especially when they need you. If you sell products or services in different time zones, They should take this into account with your customer agents. Your customer support should be available to all customers during regular working hours, regardless of the time zone.
Often, it is simply a case of needing to hire sufficient customer agents. Customers hate being on hold for long periods. Ensure that your customer service team is sufficiently well-staffed so that your customers can respond quickly.
- Not Listening to Customers
One of the most important skills that you customer agents should have is the ability to listen. Responding to a customer’s query with irrelevant information demonstrated a need for more respect toward the customer. A customer agent should be attentive and take notes during their conversation with the customer.
Customer satisfaction surveys can gauge how accurate your agents’ assistance was. A customer who feels listened to is far more likely to return to your business than someone who felt brushed aside.
- Not Being Proactive in Responding
Listening is crucial, but it continues beyond there. Once the customer has provided the information about their issue, they expect a proactive solution. It’s a big no-no if a customer has to repeatedly call your business to try and find a solution to their issue.
Quality customer engagement should end in quickly resolving the customer’s issue, which satisfies them. A customer will appreciate it if the customer agent goes the extra mile to resolve any issue. For example, passing the buck and advising a customer to check out a FAQ page is less likely to result in a positive engagement.
- Not Delivering On What You Promise
This common error ties in with #4, where customers must fully appreciate their issue or query. Regardless of the service or product, customers seek a quick and proper solution. If that has been promised but not realized, the customer will feel neglected by the business.
Such a disappointment could be fatal for the relationship between the customer and the business. Many customers, who feel undervalued, will look elsewhere and choose one of your rival businesses instead.
- Taking Too Long to Provide Solutions
Customers need to be more impatient. That’s just a fact. They reserve an option to be. They are spending their hard-earned money, so when an issue needs resolving, time is always of the essence.
Showing a genuine interest in quickly resolving a customer’s issue and successfully following through on your promise is key. Having a customer wait for some time on hold or even for days for a solution will not create a good impression.
Instead, the impression will be of a chaotic business that the customer may think twice about using again in the future.
- Providing Only One Means of Communication
It’s 2021. Your customers will expect your business to be reachable through various channels. Many customers prefer how to contact a business; some prefer face-to-face, others over the phone, and many prefer online customer communication.
Offering different ways for your customers to contact you is crucial in this day and age. Omni-channel support signifies a business that cares about its customers and is always ready to help.
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Avoid These Common Customer Communication Errors
Proving swift answers to questions from customers is key to customer retention. Making your business available to customers helps them to feel valued and appreciated. The above seven communication errors and solutions should be front and center of your mind when evaluating your current customer service approach.
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