Don’ts as a Customer Support Executive
1. Don’t neglect customers
Certainly, once you lose a loyal customer, you will never win him/her back. So be as attentive as possible to respond to the customer queries. Rather, make your customers feel more important in customer interactions, regardless of the channel they contact you. Remember, customers hate to be ignored. Neglecting to communicate with them can be more harmful considering the digital channels- Facebook, Twitter, Instagram, etc. that customers choose to voice their opinions about your brand.
2. Don’t force your personal opinions
If the customer has raised a concern and you are forcing your personal opinions, they will just stop doing business with you. Also, you are ruining your opportunity to improve several aspects of your business. Not listening to what the customer says can break your business. Remember the customer is always right. Rather than rushing into a response that you are unsure of, pass it on to someone with authority who can give the correct response to the query.
3. Never blame the customer
Even if it’s customer fault, setting the customer care executive up to blame the customer will backfire your business reputation and revenues. The act of blaming the customers will simply turn the customer service experience negative. With this in mind act accordingly to come up with a solution that everyone is happy with.
4. Never make false promises
Broken or false promises such as low price, fast service, uninterrupted or hassle-free service made by most companies are the major reason for customer service failure. Don’t do that. Remember, it might be a good tactic to temporarily draw your customer in, but once they find out you will lose your valuable customers forever. In the long run, they will lose faith in your brand and choose your competitor over you.
5. Do not over complicate the issue
Your customers are much more sophisticated, experienced and technically savvy. Do not underestimate your customers’ inexperience when they seek a simple straightforward service. Doing this will hurt your business image deeply. Lack of the right tools of technology such as phone, email, FAQs, self-service and social media channels is a customer support challenge that can upset the customer. If the issue is too complex get them easy access to the tech support team to fix the situation.
Of course, keeping the right finger on the right pulse at the right time will save the client-business relationship and your business reputation big time. But being prepared to work with the customers in the right direction will build better and healthier customer relationships, no matter the myriad of challenges customer support brings!
So now, that you have learned the basics that you should follow as a customer support executive, it’s time to find some tools that address customer support challenges better. Contact us to improve your customer service and get started on the road with customer support success.