Most mistakes by customer service professionals.

1. Lack of Knowledge.

The role of a customer service professional is to have adequate information about the goods and services he or she is trying to market to the customer. The problem is that most customer service personnel are not equipped with the right information and this frustrate the customer.

2. Not being honest.

Most customer service personnel are dubious or they are not honest with their customers because of their selfish interest. They will either mislead the customer or the customer finds out about the dishonesty, either way, this is not good for business.

3. Absence of Ownership:

Mistakes are bound to happen one way or the other.  The most professional thing to do as a customer service is to own up to mistakes and never blame the customer when mistakes crop up. Own up to your mistake and find a way to fix it.

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4. Not being Friendly.

Customers always patronize a customer service they can trust, that’s why building friendship is very important. As a customer service personnel your single role is to find a way to help the customer out, the need of the customer should be placed first in the priority list. Once the customer senses that you are trying to help him, he will be forever drawn to you, and you have built a life time friendship.

5. Not Listening.

How can you help the customer to solve his or her problems when you don’t even know what the problem was at the first time. Active listening is very important as a customer service professional, you have to give the customer a listening ear first, grab what he or she is trying to explain to you, and from there you will figure out how to help him or her.

6. Talking too much:

The empty drum makes the most sound. When you talk too much, it simply reveals how empty you are. Go straight to the points you wish to make, answer questions to the point and be brief in your explanations.

7. Not apologizing:

Like i said earlier, mistakes are bound to crop up, the most important thing is how you handle the mistakes and how you make the customer feel. Making mistakes is not the issues, how you handle the mistake is who you are. When mistakes crop up, apologise for the mistakes and do everything in your power to make it right. It shows you are a person of integrity and they would love to do business with you inspite of the mistakes.

8. Not asking questions.

You as a customer service professional is responsible for the problems of the customers, asking the right question will tell the customer that you are there for him or here. When you ask the right questions, they will open up and tell you their needs.

9. Using Jargon.

Using jargons will only confuse the customers and they will sense that you are dishonest and that’s why you are trying to confuse them with your jargons. Simplicity is the new sophistication. Keep your explanations plain and simple. Explain it in such a way that a kid understand what you are trying to say otherwise you yourself didn’t even understand it.

10. Over using scripts.

This is more like using jargons, it simply shows that you don’t really wish to understand the needs of your customers, you are simply trying to romance your ego and show your knowledge when all these while you not even making any sense.

11. Arguing with Customers:

Why must you argue with a customer? Don’t you know that the customer is a king? And that he is always right, or even make the customer to seem right. You shouldn’t argue with a customer, rather find a common ground or simply agree to disagree.

12. Showing no Empathy.

Customer service boils down to one single thing; how you made the customer feel. It’s all about emotions. Customers don’t buy what you sell, they buy why you sell it, if you can find a away to arouse positive emotions in your customers, then they will keep on buying from you. Empathy should be handy in your dealings with your customers, show you care about their needs and be genuine about it.

13. Lack of Manners:

Our character will always mar or make us. Good manners are a prerequisite for success in any field of endeavour more so even in customer service. Good mannerism will help you build a strong customer base. Don’t be rude to anybody talk more of your customers, it is the fastest way to kill your business.

14. Not Delivering on Promises

Let your word be your bond. Whatever your problems products and service promise to solve, make sure they solve it otherwise negative reviews will bring your business down.

15. Taking Customers for Granted.

Never take your customers for granted, instead find a way to constantly add value to them. Show them that you appreciate their kind patronage and they will keep coming for more.

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