Myths related to customer service can be very harmful as they prevent you from providing an excellent consumer experience. If you want your clients to be loyal, you have to be aware of which situations to avoid. In fact, many people working in this industry have the wrong definition of what customer service is. They either have a very ambiguous idea of it, or they can’t give a proper definition at all.
The truth is that customer service is a combination of many elements. It involves quality, convenience, reasonable prices, fast responses, skillful workers and an empathetic attitude.
Competition nowadays is perhaps tougher than at any other point in history. The Internet is a very powerful tool for comparing prices and getting information on a brand, so customers can perform comprehensive research before making a purchase. Social media allows them to leave feedback and read other people’s reviews. This means that companies have to work harder to retain clients and to turn them into loyal ones.
If you want to become better than the other companies in your industry, you have to be aware of the myths related to customer service. If you’re a victim of one of these myths, it may negatively influence your relationships with your customers. Therefore, it’s critical that you avoid falling for these myths.
Myth #1 – All of my employees feel empowered
It is wrong to assume that all of your employees are both motivated and empowered. Why? It is often emphasized to employees that they should act according to the existing rules and regulations of the company. True, regulations are important, but this may also intimidate employees, limiting their creativity and courage. Sometimes when dealing with a customer they need to act beyond company regulations, and this is what they are very often afraid to do.
This problem can be easily solved. Simply tell your employees that it’s okay to play things by ear. This will encourage them and give them more freedom, which will in turn benefit the services provided by your company. In addition, managers and supervisors will have the opportunity to focus on strategic tasks rather than exercising harsh control over team members.
Myth #2 – My employees know what great customer service is
The truth is that they don’t – unless you explain it. If your employees don’t understand the concept itself, they won’t be able to provide it. Your task is to instruct your employees, provide guidelines and deliver all essential information. The more time you spend on that, the better. This is a vital investment in your future. Regular training programs for customer service representatives are an integral element of your company’s success.
Myth #3 – Hiring more people guarantees better customer service
This is one of the biggest mistakes companies make. In this case, like in so many other situations in life, quantity doesn’t translate into quality; however, quality is of primary importance here. This means that you don’t have to hire more people, necessarily – you just have to hire people who are skillful, sociable, devoted, and who understand the essentials of customer service. (Note that even if you hire professionals, they’ll still need company training and instructions.)
Myth #4 – Paying my employees more will keep them motivated
Many people mistakenly think that money is the most influential driver of motivation. This is wrong. Money never changes attitude. If you want to encourage your employees and help them keep up the good work, acknowledge them. Public recognition is a very powerful tool – in fact, it’s something everyone needs. If you want your team to feel appreciated, verbalize this appreciation.