In our last blog, we listed some simple ways to ensure that your customer service practices over the course of the holiday season are top-notch. That way, you’ll be able to remain on your customer’s “nice” lists. There are, of course, some things you can do to be put on their “naughty” lists – and these things you definitely want to avoid!
Here are four ways to get on your customers’ “naughty” lists:
1. Don’t stick to your promises. It will be hard to find something that will frustrate a customer more than a broken promise. If your customer is waiting on an order, be sure to give an arrival date that you can meet. If the delivery is made late, it could ruin plans made by the customer and he/she will have you to blame for it. Be sure to stick to your word in order to maintain a high level of trust between your company and its customers.
2. Keep your customers waiting. Is there anyone in the world who actually likes waiting? We’d be willing to bet that the vast majority of the population considers waiting a total waste of time. With that said, it’s not uncommon for your phone agents to have to place their callers on hold. And even though they may not enjoy waiting on the line, most people realize that hold times are often necessary.
Believe it or not, making use of Custom Hold Music can work wonders here. Firstly, it ensures your callers that they have not been disconnected from the calls. This goes a long way in keeping callers on the line. Secondly, it’s the holiday season! It only makes sense to infuse some holiday spirit into your customer base by giving them some seasonal music to listen to. Thirdly, MeloTel’s Commercial Phone Services offer you the ability to create your own customized ads for people to listen to while they wait. It’s a proven way to boost sales!
3. Forget that customers are people. Common courtesies are very valuable. And when your team of phone agents becomes inundated with an influx of calls, it can be easy for them to forget the “simple” things that make your company great. Saying “please” and “thank you” and NOT rushing through phone calls communicates that you respect your customers as people and do not look at them simply as numbers.
4. Argue with your customers. We all know the phrase “the customer is always right”. But we also know that that isn’t necessarily true all the time. Nevertheless, it’s the job of your phone staff to resolve issues, not exacerbate them. Sometimes, phone reps lose their cool. And, to be fair, they’re human too. Getting frustrated is normal. But arguing with customers is certainly no way to build your brand’s image.
With MeloTel’s VoIP-based Commercial Phone Services, it will be pretty difficult to get yourself on your customers’ “naughty” lists. With so many incredible features, you have access to an entirely new way of providing customer service. Incoming Call Routing, for example, ensures that several of your phone numbers are tried before your callers get your answering machine. That way, you are made a lot more accessible than normal.
For more information about our Commercial Phone Services and how their features can help keep you off your customers’ “naughty” lists, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!