As a business, your main goals are to find potential customers and turn them into paying ones. But, don’t forget about making your customers happy along the way. Studies show that 67% of customers leave because of bad experiences.
Giving a special and unforgettable experience to your customers is crucial for your business to grow and succeed. After all, your customers are the heart of your business.
However, dealing with customers isn’t a child’s play since at times you and your agents may not know why customers are upset or how exactly you can fulfil their requirements. Yet, if you want to be the leader in your niche, you’ve got to be prepared to face any situation that comes your way.
What are bad habits in customer service?
Making consumers content and happy is the prime goal of customer service. However, some undesirable habits can emerge and make clients feel pessimistic. Let us take a look at some of these bad habits:
Ignoring customers is a big no-no! Did you know that 82% of customers leave because they feel ignored? It is crucial to pay close attention to each client.
Being rude pushes customers away. Reports suggest that 58% of people stop buying from a company because of rude behaviour.
When customer service representatives don’t listen, customers get frustrated. About 68% of customers leave when they feel they weren’t heard or taken into account seriously.
Slow responses annoy customers. Surprisingly enough, 75% of customers think waiting for more than 5 minutes on hold is too long.
Lack of Knowledge
Not knowing the answers to customer questions is quite frustrating. Almost 46% of customers get upset when they don’t get accurate information.
Transferring too Much
Repeatedly transferring customers is irritating. Believe it or not, 54% of customers are frustrated with getting transferred multiple times.
Overpromising and Under Delivering
Setting unrealistic goals and failing to live up to them leaves customers disappointed. If commitments are disregarded, nearly 80% of customers will not return.
Mistakes can occur occasionally, but failing to apologise complicates the matter. For 74% of dissatisfied consumers, an apology can turn things around.
Pushy Sales Tactics
Being too pushy can scare customers off. Surprisingly, 69% of people dislike pushy sales tactics.
Failure to Value Customer input
Ignoring input hampers development. Interestingly, 91% of dissatisfied clients will not come back if their
Why is it important to avoid bad habits in customer service?
We all appreciate excellent customer service, don’t we? It is like having a supportive friend there for us when we need them.
Have you, however, ever received poor customer service? It is crucial for companies to avoid poor customer service practices. Let’s explore why and what you should avoid during customer call handling.
Bad Customer Service Calls and Their Impact:
Bad customer service calls can leave a lasting negative impression.
- Lost clients: Customers who receive poor service are inclined to do business elsewhere.
- Damaged Reputation: Negative complaints regarding bad customer service have a way of getting around quickly, which can damage the brand of a business.
- Reduced Revenue: Lower customer satisfaction can result in lower sales and possible losses.
Nurturing great customer service habits within your company is the key to building a solid and loyal client base:
- Train and Empower Employees: Providing training and empowering employees to make customer-centric decisions can lead to enhanced customer experiences.
- Personalise the Experience: Promoting customer loyalty begins with treating customers like unique individuals and customizing solutions to suit their distinct requirements.
Handling customer calls: Tips for a positive experience
- Smile when you greet people; even if they can not see it, they can hear it in your voice. A kind welcome sets a good tone for the call.
- Be patient; some clients may be offended or confused. As you assist them, be calm and patient.
17 bad habits to avoid in customer service
Any business that wants to succeed must deliver outstanding customer service, but there are several negative practices that must be avoided at all costs. These behaviours may result in dissatisfied customers and damage the company’s reputation. Let us explore each of these 17 bad habits in more detail to learn why you should avoid them:
1. Taking too long to answer calls
Imagine you call a customer service helpline seeking assistance, and you find yourself waiting endlessly on hold, growing increasingly frustrated as time goes by.
Taking too long to answer calls is a major fault in customer service, as it makes customers feel undervalued, impatient, and irritated.
This unfavourable habit is akin to telling customers that their time doesn’t matter, resulting in a poor customer service phone call experience.
2. Transferring calls too often
Consider this scenario – you call customer service, hoping to find a quick resolution to your problem.
But, in reality you are transferred from one representative to another, and then another, repeating your issue each time. This can be a confusing and upsetting experience for customers.
Frequent call transfers make customers feel trapped in a maze of inefficiency, which results in poor customer service call recordings.
3. Not listening to customers
Active listening is an integral aspect of effective customer service. Customers get annoyed and dissatisfied when they feel like their demands and concerns are being unheard.
They might be sharing their problems or seeking answers to questions, but not listening attentively can make them feel irrelevant and lead to bad customer service phone calls.
4. Making promises you can’t keep
Honesty and transparency are the pillars of exceptional customer service. Making commitments to customers that cannot be fulfilled is a grave mistake that can shatter trust and credibility.
When you fail to deliver on your promises, customers are left with a sense of betrayal and dissatisfaction, causing bad customer service calls that can be damaging to your company’s reputation.
5. Using jargon or technical terms that customers don’t understand
Effective communication is the cornerstone of customer service. It can be confusing and alienating to use complicated jargon and technical phrases that clients are unfamiliar with.
This can make customers feel like they are being talked down to or left out from the conversation, resulting in bad customer service call recordings.
6. Being rude or dismissive
Treating customers with disrespect or dismissiveness is a serious violation in customer service. It undermines the very foundation of a positive customer-agent relationship.
Customers who experience rudeness or dismissive behaviour are more likely to complain about their unpleasant phone calls to customer service.
This can discourage other people from doing business with the company in the future.
7. Arguing with customers
Arguments have no place in customer service interactions. When customers reach out for assistance, they seek solutions, not conflicts.
Engaging in arguments can intensify their frustration and dissatisfaction, leading to bad customer service calls and leaving customers even more dissatisfied.
8. Making excuses
Customers turn to customer service for help and resolution, not to hear excuses for problems.
Making excuses instead of providing solutions can leave customers feeling unheard. Avoiding this awful habit is crucial to prevent bad customer service call recordings and foster customer satisfaction.
9. Blaming other departments or people
Shifting blame onto others is a poor practice in customer service. It not only fails to resolve the issue at hand but also creates a negative atmosphere.
Customers do not want blame games that can lead to bad customer service on the phone; they want accountability and speedy resolution.
10. Not following up
It is crucial to swiftly follow up when customers express concerns or problems.. Failing to do so can make customers feel neglected and unvalued.
Following up shows that their concerns are taken seriously, and it is an essential step in resolving customer problems and ensuring positive customer calls handling.
11. Not resolving customer problems
One of the damaging bad habits is failing to address and resolve customer problems. Ignoring customer issues can lead to customer dissatisfaction and even result in losing their business.
Providing timely and effective solutions is fundamental to customer service excellence and avoiding bad customer service calls.
12. Not apologising when necessary
Mistakes happen, and when they do, a sincere apology can work wonders in customer service.
Not apologising when necessary can leave customers feeling ignored and unappreciated.
An authentic apology can turn a bad customer service call into a more positive and understanding interaction.
13. Not being proactive
Proactive customer service is about anticipating customer needs and taking the initiative to offer assistance before they even ask for it.
Not being proactive can make customers feel like they are not a priority, leading to bad customer service call recordings and hindering customer satisfaction.
14. Not being empathetic
Empathy is a powerful tool in customer service, allowing service representatives to connect with customers on an emotional level.
Not showing empathy can make customers feel like their concerns are being disregarded, leading to bad customer service phone calls.
15. Not being genuine
Customers can immediately sense insincerity. Customers may regard your service as dishonest if you do not act sincerely in your interactions.
This might damage their trust and credibility. Building long-lasting relationships and preventing poor customer service calls require a real approach to customer service.
16. Using the same sales pitch for each customer
The “Same size fits all” approach doesn’t work when you’re dealing with customer calls because not all have the same requirements. So, you need to adjust your sales pitch according to what your customers actually need.
17. Not providing your customers with an alternative
At times your customers may have unique requirements which your company may not provide in full.
In such situations rather than bluntly telling them “Unfortunately no, that’s just not possible”, try to tell them that you’ve got an alternative or a similar solution that could equally fulfil their requirements.
If you want to elevate your business sales you’ve got to work towards providing your customers with a call experience that makes them want to come back to you for more.
This can only be achieved if you understand their pain points, offer them a solution that best fulfils their requirement, track all customer calls, view daily analytic call reports and measure the performance of your agent’s on calls by listening to their call recordings.
But, doing all this manually is very cumbersome and tedious. That’s where call center software comes into play.
MyOperator cloud call center solution is the ideal solution for your problem.
It will automate the process of managing, tracking, transferring and forwarding your business calls. This will allow you to resolve customer queries instantly and deliver a superior customer call experience.
How to avoid bad habits in customer service?
Giving the customer the greatest experience possible is crucial in customer service. Unhappy consumers can be a result of bad habits that hurt your reputation. Let us discuss how to break these bad behaviours and raise your customer service game!
Be Aware of Your Own Bad Habits
The first step to improving customer service is to be aware of your own bad habits. Reflect on your interactions with customers and identify areas that need improvement. Ask for feedback from colleagues and customers to gain valuable insights.
Train Your Staff on How to Avoid Bad Habits
Make sure your staff is well-trained to provide excellent customer service. Conduct regular training sessions to address common bad habits and teach them proper communication and problem-solving skills.
Create a Culture of Customer Service Excellence
Encourage a positive work culture that prioritises customer service excellence. Recognize and reward employees who consistently deliver outstanding service, inspiring others to do the same.
Set Clear Expectations for Customer Service
Define clear guidelines and expectations for customer service standards. Ensure that your team understands the importance of adhering to these standards in every customer interaction.
Monitor Customer Feedback
Monitor and analyse customer feedback regularly. Pay attention to both positive and negative reviews, as they can provide valuable insights into your team’s performance and potential bad habits.
Take Action to Correct Bad Habits
When bad habits are identified, take immediate action to correct them. Provide constructive feedback to employees and support them in making improvements.
What Kind of Attitude Toward Your Customer Would Be the Worst?
Being impolite to customers is the worst behaviour in customer service.
Customers expect polite and attentive service, so being disrespectful or unhelpful could upset them and give them a bad impression of the business you run.
Examples of Bad Customer Service Phone Calls:
- Ignoring the customer’s concerns and not offering any solutions.
- Ignoring the demands of the customer or speaking over them.
- Using offensive language or being unprofessional during the call.
Tips for Handling Customer Calls
- Warmly welcome the client and introduce yourself.
- Show respect for their worries and pay close attention to them.
- Even if the customer is angry or frustrated, be patient.
- Answer their inquiries in a manner that is both clear and concise.
- Offer relevant solutions, then check in to make sure they are satisfied.
How to improve your customer service?
By following these simple tips, you can enhance your customer service and leave a positive impression on your customers.
Don’t wait for customers to come to you with issues. Be proactive in anticipating their needs and concerns. Reach out to them regularly to check on their satisfaction and offer assistance if required.
Put yourself in your customer’s shoes and try to understand their feelings and concerns. Show empathy and listen carefully to their feedback or complaints without interrupting.
Customers value authenticity. Be sincere in your interactions and avoid using scripted responses. Personalizing your communication through the use of tools like the WhatsApp API is an effective approach to making customers feel valued and appreciated.
After resolving a customer’s issue, get in touch with them again to see if they are happy with the answer you offered. This indicates your dedication to their happiness and strengthens your commitment to providing superior customer service.
Resolve Customer Issues
Respond to customer issues quickly and effectively. Instead of assigning blame, concentrate on finding solutions. If you are unable to fix a problem right away, reassure the client that you are working on it and let them know how things are going.
Remember, improving your customer service is about building strong relationships and creating positive experiences. At MyOperator, we understand this concept deeply. As an experienced IVR service provider, we offer solutions that go beyond automation. Our IVR systems are designed to enhance the overall customer experience by providing quick and efficient call routing.
The importance of good customer service
Building relationships and giving clients satisfying experiences is more than just selling goods or services. Let us examine why businesses need to provide top-notch client service.
Effective customer service helps in retaining loyal customers. Research shows that getting a new customer is five times more expensive than keeping an existing one. You can boost your clients’ lifetime value to your firm and keep them coming back by offering exceptional customer service.
Customers who are pleased are more inclined to recommend a business to others. As a result of word-of-mouth marketing, happy consumers typically tell nine people about their excellent experiences with your company.
Are you aware that repeat customers might be worth up to 10 times as much as new ones? Providing excellent customer service can promote repeat business, boost revenue, and cut down on marketing expenses.
Research indicates that a 5% increase in client retention can enhance earnings by 25% to 95%. You may boost business growth and your bottom line by putting a strong emphasis on customer service.
In a competitive market, excellent customer service sets you apart from competitors. About 86% of consumers are willing to pay more for better customer experiences, giving you a competitive edge.
Good customer service provides opportunities for feedback. Customer feedback is invaluable for identifying areas of improvement, addressing issues, and innovating products or services based on customer needs.
Happy customers can become brand advocates, attracting new customers to your business. It’s estimated that 77% of customers are more likely to purchase a product recommended by a friend or family member.
Online reviews have a big influence on buying choices. Before making a purchase, almost 91% of people read internet reviews, and good reviews are crucial for gaining the trust of potential customers.
Reputation is everything in business. One bad customer experience reaches twice as many ears as a positive one. Good customer service helps manage and improve your business’s reputation.
Ultimately, good customer service leads to increased customer satisfaction. Satisfied customers are more likely to become repeat buyers and loyal supporters of your brand. By offering a toll-free number, you make it easier for customers to reach out to your business without incurring any call charges.
Customer service is not simply a nice-to-have; it is an essential component of every business’s success. Putting money into customer service can provide you with a better reputation, happier customers, and a competitive edge in the market.
In conclusion, for businesses striving to grow and succeed, avoiding inadequate customer service practices is more than just a choice.
The worst behavior a company may engage in is being arrogant and uncaring to its consumers.
Businesses can better prepare themselves to provide great customer service by examining scenarios involving bad customer service phone calls and learning what to avoid while handling client calls.
Always remember that a company’s customer service strategies may either make or break it.
So get ready to embrace the charm of exceptional customer service as your most effective tool.