There are certain behaviors that customers find really upsetting. Here are four customer service mistakes that should raise a red flag.
There are certain behaviors, attitudes and actions that customers find really upsetting. Perceived slights on the part of a customer service representative can sometimes have significant repercussions for your business. Many customers today won’t ask to see the manager; instead they’ll tweet about what happened to thousands of followers. You won’t even have an opportunity to make amends. While business owners need to focus on the big-picture strategic issues that keep their businesses operating smoothly, it’s crucial to regularly assess the little things about your business that customers may find annoying.
So what is good customer service? Here are four mistakes that should raise a red flag and be dealt with immediately.
You don’t treat customers equally
Sure it sounds basic, but you’d be surprised by how many companies don’t have set standard procedures. I was at the airport the other day waiting in line to board a flight. In front of me was a lady with a giant red duffel bag, the kind that could easily fit the contents of a Manhattan studio. When she presented her boarding pass to the gate attendant, the attendant glanced at the giant bag, asked her colleague if it was OK and let the women on her way to board her plane. When I handed her my boarding pass, she looked at mysmall Tumi suit carrier and said that it didn’t meet FAA regulations due to its size. I would have to check it. Putting aside the fact that it’s designed to be carried on, and I have done so for dozens of flights, I told her it’s a small bag. She insisted that I perform the box test to confirm it was OK. I complied and asked her why the giant red bag went through without a problem but my bag was at issue. She rudely sent me on my way with a threatening tone. Unequal treatment of customers is a big no no. Train your employees and standardize policies.
You ignore waiting customers
Many retail shops today have a very open interior design. You might see this at copy centers, delis and other service providers. Because the employees’ work area is completely visible to customers, you can see what they’re doing or, rather, sometimes not doing. Ever stand on a long line at such a place? It sets the expectation that one of the sometimes half-dozen employees behind the counter will see you and make an effort to assist you. However, most times they don’t. It could very well be that it isn’t their duty to handle the front counter, which is fine. But if that’s the case, then one of them should simply say “someone will be with you shortly.” Instead those grumbling customers are usually ignored. If this happens often enough at your business, you won’t have to worry about long lines for much longer.
Your employees aren’t familiar with the company policy
Many companies have their policies posted on their websites. I’m the kind of person who likes to review the fine print before making a purchase or reservation. On more than one occasion I have found myself arguing with an employee about their company’s policy and then have had to show them their own policy in order to proceed. A simple response, like “To be honest, sir, I’m not sure what the policy is; let me check and get back to you,” would be fine. But when someone argues with you because they can’t admit they aren’t sure—well, that’s just annoying.
Employees *%&$ swear in front of customers
This is a trend that I have noticed lately at many retail locations. The employees that interact with the customers feel it is acceptable to swear in front of customers, either when speaking to each other or the customer. I was recently at a store where I asked if they had a particular item in the back because the shelf was empty.
