<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=290086984736480&amp;ev=PageView&amp;noscript=1">
Search
word-map-thumb

The Alternative Board Blog

5 Customer Service Blunders Made by Small Businesses

May. 28, 2019 | Posted by The Alternative Board Worldwide
bigstock-Dissatisfied-Restaurant-Client-297932590

Is “quality customer service” part of your brand promise? If so, you’ve made a commitment to deliver an outstanding buying experience each and every time a customer (or would-be customer) interacts with your business. It’s a commendable goal, but not one easily achieved—and, sadly, not always a top priority with some small businesses. 

To state the obvious, without satisfied customers no company can remain in business for very long. So, it’s essential that businesses avoid potentially costly customer service mistakes at all times. Here are five such mistakes that alienate customers and prompt them to take their business elsewhere: 

1. Not empowering front-line staff to resolve complaints

No one with a complaint about a product or service wants to jump through hoops to get the matter resolved. But companies who don’t empower front-line employees to handle these complaints are missing the boat. Instead of insisting these employees forward complaints elsewhere, “look closely at the structure of your complaint-resolution process and identify areas where empowering employees to resolve a problem on the spot might be the most efficient (and customer-pleasing) option.” 

2. Neglecting to train employees on “people skills”

In order to ensure customer satisfaction, every employee who interacts with your customers must possess a certain degree of “people skills.” Some of us come by this trait naturally, but all employees will benefit from some level of training in this area. Essential qualities to focus on include:

  •  Patience and empathy
  • Flexibility
  • Ability to clearly communicate
  • Thorough knowledge of your product or service

It’s a good investment to “ensure your customer reps exhibit these traits in all of their customer interactions.”

Want additional insight? Download Hiring a Business Coach for Your Small Business now 

DOWNLOAD
3. Not offering self-service options to customers with a problem

Inexplicably, some business websites fail to highlight their “Contact Us” page or otherwise make it difficult for a dissatisfied customer to register a complaint. A comprehensive FAQ page is a good start to rectify this problem. All you need to do is list the most commonly asked customer questions and then provide clearly written answers with links to pages that can address any issue a customer might face.

Think about offering additional resources, such as a live chat function, buyer’s guide, how-to videos, and so on. Without any self-service option, HubSpot notes, “customers might feel annoyed that they have to spend time reaching out for assistance instead of helping themselves.” Providing self-service resources also lessens the demands on your front-line staff.

4. Making promises you can’t keep

In the rush to get new customers or keep existing customers happy, businesses sometimes promise more than they can deliver. Whether it’s following through on a complaint or making promised changes in shipping policies, when you promise something to your customers, you have to follow through. Make sure you always have the resources and processes in place to produce the result you promised. It’s a great way to impress first-time customers and a sure-fire way to keep current customers loyal and satisfied.

5. Failing to offer a sincere apology

The age-old credo, “The customer is always right,” still holds true today. When a customer feels your product or service has fallen short in some way, act quickly to resolve the situation and provide a clear, heartfelt apology for the shortcoming.

Some businesses are reluctant to do so, feeling it leaves their reputation “exposed” in some way. On the contrary—aggrieved customers want to know their complaints have been respectfully heard and addressed. Often, their trust in the company is restored as a result. Don’t neglect this small, but important part of customer service.

Learn more about improving customer service with our free TAB Boss webinar, “Improve Your Phone Communications Skills for Greater Customer Service.”

Read our 19 Reasons You Need a Business Owner Advisory Board

DOWNLOAD

Written by The Alternative Board Worldwide

Related posts

4 Tips on Creating a “Customer Experience” Strategy
Jun. 6, 2019 | Posted by The Alternative Board Worldwide
In your company, how much thought is given to the quality of interactions between your customers and your business? The experience your customers have when interacting with your brand can make all...
Turning Loyal Customers into Brand Ambassadors
May. 30, 2019 | Posted by The Alternative Board Worldwide
Gaining loyal customers is just the first step in an effective growth strategy. For many companies, the hunt is on for individuals who are so taken by their products or services that they are willing...
Automate Small Tasks and Stay Focused on the Big Picture
May. 23, 2019 | Posted by The Alternative Board Worldwide
A sizable portion of business operations involves tasks that are repetitive, annoying to those charged with handling them, and fairly easy to automate. In case you’re wondering which tasks fall into...
How Business Visualization Tools Help You Persuade and Communicate
May. 16, 2019 | Posted by The Alternative Board Worldwide
There are two fundamental truths about information and human nature that CEOs and business owners should probably come to grips with: We are drowning in data. Humans process information through...
How A Positive Company Culture Is Built By Aligning Employees
Apr. 25, 2019 | Posted by The Alternative Board Worldwide
What does company culture mean? Every organization comes with a unique culture, a set of agreed-upon values that govern the way the company does business. Some cultures grow with the company and...
When You're the HR Department for Your Business
Apr. 23, 2019 | Posted by Phil Spensieri, TAB York Region
Human Resources (HR) is an area that seems to cause most business owners the highest amount of stress. Unfortunately, without an HR Department, HR issues become the responsibility of you, the...
How to set up virtual office for a small business
Apr. 18, 2019 | Posted by Gary Hoffman
Virtual Office Space Dos and Don'ts You’re ready to give your business an impressive corporate presence, but you’re not willing to plunk down millions of dollars for the office space, the permanent...
How to Appreciate (And Retain) Your Employees
Apr. 16, 2019 | Posted by The Alternative Board Worldwide
Any business that doesn’t place a high priority on employee appreciation is likely one that sees a fair degree of employee turnover. Back in the day, simply paying a worker on time—and perhaps...
Can You Have a Fun Workplace that's also Productive?
Apr. 11, 2019 | Posted by The Alternative Board Worldwide
Somewhere along the line, the idea of a serious, no-fun-zone workplace became institutionalized among American businesses. For a long time, that meant no intersection between “work” and “fun.”...
What are the Worst Mistakes You Can Make as a Leader?
Apr. 4, 2019 | Posted by The Alternative Board Worldwide
It takes a lot of smarts, experience, vision, intuition and skill to be an effective CEO or business owner. But all leaders must be mindful that their ability to make mistakes—just like everyone...