+1 800 967-0030

Three Ways To Prevent Bad Customer Service From Happening

We’ve gone from a world where the customer’s always right to one where the customer is almost never right, and it seems the pendulum is swinging back again.

Bad customer service has become the norm, but customers aren’t standing for it anymore. Many are showing their distaste for their treatment by spending their money elsewhere. The best thing you can do for your business is developing a customer-focused outlook that helps to prevent bad customer service from happening at all.

Here are three ways to get ready to create your best customer service experience ever:

Empower your customer service agents. When American Express asked its callers what “excellent customer service” meant, by and large they responded that the top qualities for businesses included agents that could answer their questions or handle their problems the first time or who were able to connect them to the person who could. Instead of setting up your first tier customer service people to say no as much as possible, give them more ways to say yes and access to departments that can help.

Offer hassle-free returns. Reverse logistics is a big part of running many businesses, so it’s important that you consider returns from your company’s inception. A hassle-free returns policy may feel like an open door to anyone who wants to return anything for any reason, but it’s really just a way to show your customers how valued they are and how much you trust them. Feel free to put an asterisk on the end and ask for a receipt or that the item be in re-sellable condition – most customers will already know to expect these small requirements.

Teach your CX reps to work off script. Although scripts are a great place to start, customers are really tired of hearing canned responses. The 2015 US Customer Rage Study found that customers want to be spoken to in everyday language. In fact, certain scripted responses really set them off, including “That’s our policy.”

At least 15 percent of respondents actually wanted that phrase permanently banned. If you want your customers to feel like you’re truly on their side, drop the scripts and speak to them directly. This is going to require your customer experience representatives are trained more thoroughly, but the extra effort will pay off.

There’s nothing worse for your business than bad customer service. It may cost a little more in the beginning to devote extra effort getting to the bottom of your customers’ problems, but if you help them find a solution the first time and make the process easy, the frustration you save your customers and your employees will turn into money in the long-run. Customers love businesses that are easy to work with, that’s the company you want to be – not one that turns ugly as soon as any sign of trouble raises its head.

June 23, 2016
Share This:

Related Posts

RECENT POSTS

Choosing Eco-Friendly Packaging

It’s 2022, and the world is increasingly concerned about sustainability. From switching to electric cars to composting, consumers are actively evaluating their environmental footprint. When it comes to shopping, businesses are expected to take responsibility for their...

Fashion Fulfillment in 2022

"Fashions fade, style is eternal." —Yves Saint Laurent To paraphrase the great fashion icon, in the fulfillment world we could say: Fashions fade, fashion fulfillment is eternal. From established fashion retailers to emerging online brands, from swimwear to outerwear,...

Outsource Fulfillment To A Shopify-Friendly 3PL

Shopify has nearly 11% of the total e-commerce market, with a reported 1.75 Million merchants building their stores on the user-friendly flexible all-in-one platform. By market share, Shopify is second only to WooCommerce and outpaces other popular...

Medical Device 3PL

 3 Requirements for Class II Medical Device Fulfillment Without medical devices, common medical procedures – from bandaging a sprained ankle, to diagnosing COVID-19, implanting an artificial hip, or any surgical procedure – would not be possible. Discovery of...

Fulfilling Supplements Subscriptions

Supplements That Sell Themselves Supplement subscriptions represent the nexus of two burgeoning trends in 2022: increased demand for dietary supplements, and the convenience of e-commerce subscriptions with auto-replenishment. Subscriptions save people from having to...