5 Common Small Business Customer Service Troubles

Often many customers have complaints about the services which are provided to them by customer services. The main purpose of customer services is to help the customer with any information required or when there are queries that need to be solved. Unfortunately, most customers have to face a lot of problems related to and regarding this service.

Here are the 5 most common customer services troubles.

1.     Loss of Identity

Many employees who work in a customer services department don’t really feel like they play an important role in an organization and often feel left out. Unlike other employees in sales or other departments, the employees in customer services do not receive the same amount of recognition and perks.

These employees at a point in time realize that they don’t have a platform through which they can voice their point of view which is why they do not keep interest in their work. This eventually translates into a loss of interest in the customers, because that CS reps feel that this where they can vent their frusturation.

This phenomenon has a huge effect on the employee and the business as well. The best solution to this problem is to create an environment in which customer service representatives feel that they matter and to reward them for their hard work. It is not easy handling all kinds of customers all day long without recognition.

2.     Rude Much?

Often customers complain about the tone of voice which the customer service employees use with them. As a result, the smallest of arguments turn in to a colossal one. Customer services employees are given training on how to remain calm and which tone to use during calls, but some customers can be difficult to handle.

There are many reasons for poor CSR experiences. From the customer’s side, often they’re already frustrated with a product or service which is why they’re reaching out to Customer Service. From the C.R’s point of view, they might feel like they are wasting their time and energy because some customers just don’t get it. And the customer service representative might not be getting the recognition thye deserve; this also effects their relations with the customers.

This results to the inappropriate tones being used over the telephone, leading to a pointless argument. At times, these arguments are so big that they can result in the customer losing interest in the business, and the business has to face a lost customer due to the impact of the tone. This can also cost an employee their job, and a business their customers, as a business’ reputation may get tarnished even by the smallest of acts.

3.     Make the Experience Count

No customer is too big or too small. A business can’t exist without customers. If it was not for customer demands, you would not be hired in the first place which is why you must make each experience count. By this, we mean that if a customer calls you regarding a product or its details, you must treat them as you would like to be treated in return.

They’re the reason for your job. Losing the customer due to neglecting will not only cost the business, but the company as well. representative must remain clam, and answer each question professionally. Offer the customer  advice and perks if you can. These perks will help keep the customer tied to the business and by giving them something unexpected, you create customer delight.

4.     Endless Waiting = Pissed Customer

Imagine how you would feel if you were kept on hold for a long period of time, and in the end you had to drop the line, or it was dropped by itself. That would really make you angry as you expect the best customer service experience from even the smallest business right? This has always been a concern with customer service, as waiting is one thing no customer wants to do at all. This even includes transferring calls from one representative to another; no customer will tolerate such a behavior as they expect you to be experts.

In order to escape a narrow and negative review, be available for all customers pronto. Try to limit transferring the line to another customer services representative only when necessary. This will save you and the customer time, and will help the customer remain calm, and keep their cool. A good experience will make them want to come back positively if they have any concerns regarding any other product. This stops them from choosing another business which has a more ‘friendly’ customer service than the current one.

5.     Clueless Employees

If an employee, especially in customer services is clueless and has absolutely no idea what the customer is talking about, or how to reply to the query of the customer, this will have a negative impact on their experience. According to the customer, if the employees have no idea about the product, obviously they are not taking the customers seriously, which is why chances of losing a customer increases. In order to give the customer an experience which remains positive, it is important for all customer services employees to be updated with information which will come in handy, like the basic descriptions and attributes of each product.

Until and unless an employee takes their work seriously, especially an employee belonging to customer service, no experience can be the best. This will cause the business to suffer, and if complaints rise, this will also cause the employee their job. This is why each customer must get undivided attention, with a good tone of voice, showing willingness to help, and the employee must have knowledge to an extent prior to the customer’s queries. This makes a successful formula for a successful business with the best customer services experience.

Best Services Makes a Happy Customer

Providing the best customer services is not always easy which is why Otonomic brings to you the easiest way to not only build a website, but to also give your customers, the best of services. Attract customer by making their experience a worthy one, all you have to do is log on to www.Otonomic.com and enjoy.