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Pitfalls To Avoid In Your Customer Service - Business - Nairaland

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Pitfalls To Avoid In Your Customer Service by Shine4eva(m): 2:23pm On Mar 21, 2016
Pitfalls to Avoid in your Customer Service
Customer service is crucial especially given the sheer amount of choice consumers have today. Any customer who has a bad experience with a brand has plenty of others to choose from. With that in mind, here's a look at five things that you or your employees should not do when dealing with your customers.
• Don't give the hard sell: it is fine to softly peddle the up sell, but when a customer says no thanks, note it and move on. Pressing hard can make you look like a bully, or even worse, desperate. Taking "no" for an answer could actually lead to increased trust from your customers.

• Arguing with customers: Even if you're right, somehow, you'll end up being wrong. This doesn't mean you should give the customer carte blanche if they complain. What it does mean is that if you can't easily rectify the complaint, or the customer's demands are unreasonable, is that you should calmly and politely control the conversation. Letting your emotions take over--or allowing the situation to devolve into yelling or shouting--does you no good and can make you look unprofessional in front of other customers. Most problems can be headed off with the right words and the right tone of voice.
• Don't over promise: Don't make promises you can't keep--all you'll do is make customers angry when you can't deliver. Better to tell customers up front that a service might take a while or might be hard to arrange, and then look like a hero when the job takes less time than promised or when the service can be provided after all. A customer would rather be pleasantly surprised than hit with a negative surprise. Happy customers are repeat customers.
• Don't be afraid to say "no": This fits in with the previous two items on the list. By being willing to say "no" on occasion, you'll avoid overloading yourself. Service personnel who always say "yes" end up juggling too much, which often leads to customer service disaster. Much better to be honest with the customer than to try too hard to please.

• Don't stonewall: Keeping consumers in the loop on sales and service processes will help keep them happy. They worry about it, and they want to be kept in the loop, should problems arise. Keeping them in the dark serves no purpose, save perhaps chasing your customer to your competitor.
There are many things you can do to keep your customer relations successful. Not doing any of the five things listed above can help as well.


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