Drug testing

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love it when you call a company and they place you on hold, leaving you to listen to their latest on-hold, recorded sales pitch, over and over again. Would you think it normal business practice for a retail store clerk to ask you to "wait a minute" while they disappeared into the back of the store for ten, fifteen, thirty minutes or longer? People do things over the phone that they would never do in person. It's bad business either way to leave a customer hanging without at least coming back to let the customer know how much longer they'll be holding.

2) Getting rude with a customer. As the saying goes, even if the customer's wrong, the customer's always right. There's never any reason to get rude with a customer. If a customer gets rude with you, let them blow off steam and remember that their behavior is not an attack directed against you personally. Always keep in mind that as long as you remain calm and in control, you can address the reason behind the customer's anger.

3) Ignoring a problem. Ignoring a customer's problem won't make it go away. The same can be said of fixes that work for the company but not for the customer. Some customers have problems with a service or product that don't fit comfortably into any category. Those are the problems that need special attention, not standard responses. Too many companies ignore this and try to use the "one size fits all" method of complaint resolution. Companies have to realize that their policy must fit the customer's needs, not the other way around.

4) Making the customer jump through hoops for a refund or exchange. I recently had to return a product to a national bookstore chain. Before the clerk refunded me, she asked me for all sorts of personal information. I refused to give this information. I explained that I hadn't given this information out when I made the original purchase, and didn't see the purpose in giving it out to get my money refunded. After 15 minutes and a visit from the store manager, they finally relented and gave me my refund. The time spent waiting in line, plus the time spent to get my refund, added up to 20 minutes.

This company wasted 20 minutes of a customer's time, all in the effort to get information. If you have to disregard your customer's time in order to gather a marketing profile, you're defeating your long-term marketing goal, which is to retain a satisfied customer base that makes repeat purchases.

About The Author

Russ Mate is President of MateMedia, Inc: www.matemediainc.com, sales@matemediainc.com

Your Partner on the Web - Toll Free 1-877-309-7521 - MateMedia offers the following services: Web Hosting, Web Design & Development, Search Engine Optimization, Domain Name Registration

webmaster@matemediainc.com

limousine chicago service
In The News:

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

What To Do When Youve Blown It

It's bound to happen sooner or later ? yes, even... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

high bay led solar led outdoor lighting Pete's produce ..