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Customer Service Blunders to Avoid for Your Online Business

Customer Service Blunders to Avoid for Your Online Business Being an online business owner, you should always keep in mind that your competitors are a few clicks from you and any unsatisfactory treatment from your customer support team can drive away your customers. This Infographic de- scribes some common customer service blunders, commit- ted by online businesses Being Unable to Provide First Contact Resolution 83% OF THE CUSTOMERS according to a recent study, are found infuriated if their issues are not resolved on first contact. An amplified FCR rate provides the guarantee of an excellent customer expe- rience. Making Your Customers Wait Long for Support CUSTOMERS 72% find it extremely annoying when they are put on long holds before they can finally get in touch with the customer sup- port representatives. Making your customers wait long to get support, whether on telephonic support or live chat, is a practice highly discouraged by customer service experts around the world. Being Pushy – Trying to Upsell 58% CUSTOMERS ARE turned-off when they contact your helpline for technical issues or information and they are faced by typical pushy agents who want to market and sell them another product, which they are not even interested in. Too Complex Customer Support Procedure OF THE CUSTOMERS 61% are found complaining about too complicated procedure of customer support for certain companies. Having your cus- tomers to fill in forms and following various steps in order to get support will unquestionably turn them off. Unfriendly Customer Support Agents 65% PEOPLE who are faced by unfriendly customer support agents, do not return back to that company in future. If a customer is frustrated, due to a problem he faced, while using your product or service, your customer support representatives should never be allowed to treat him/her harshly. Being polite and courteous towards customers is the basic rule for providing first-rate customer service. An Intransigent 'Company Policy' PEOPLE 37% find it extremely unsatisfying when they are faced by in- transigent customer support agents who show no flexibili- ty while trying to resolve a customer's issue, reason being inflexible company policy. So you should empower your representatives to show flexibility at exceptional situations when there is no other way to satisfy and retain customers for future. No Training of Customer Support Reps 32% CUSTOMERS complain being faced by unprofessional and unknowl- edgeable customer support representatives. There can be nothing more damaging for your company than an un- trained representative, so you should conduct regular training and product knowledge workshops for your cus- tomer support representatives. Making False Promises with Customers 22% PEOPLE feel exasperated when the customer service persons make false promises, which are never to be fulfilled. Over- promising and then not being able to deliver is an alarm- ing situation for any organization and makes its reputation go down the drain. So, ask your representatives to speak only the truth to your customers. web greet A LIVE SERVICE PROVIDER

Customer Service Blunders to Avoid for Your Online Business

shared by adammethew on Jun 11
There is an old and popular saying “the customer is always right”. This doesn’t exactly mean that customer is always right, but tells you that you are supposed to treat each customer as if he/sh...


Lance Mayer


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