Customer service is one of the most scrutinised aspects of your business. As a service that is high in demand and has a direct correlation with customer satisfaction, it is important to get your customer service right.
However, there are many misconceptions regarding customer service. Therefore, here are 6 myths about customer service – busted!
Myth 1: Small businesses can’t get the best customer service resources
This is just not true! Small businesses can provide an excellent level of customer service and have access to the same resources as everyone else. Okay, so you might not have the same amount of capital to invest in these resources, but there are some packages which are specifically geared towards small businesses.
Take unified communications for example. You may think that unified communications can only be used in large businesses, allowing them to streamline their internal and external communications into one channel. However, it is possible to get omnichannel customer service for small businesses, giving you access to the best customer service resources.
Myth 2: The customer is always right
Popularised by pioneering retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field during the 19th and early 20th century, this motto puts customer satisfaction above all else. However, like everyone else, the customer can be wrong, and so this saying can be taken advantage of.
Myth 3: The customer takes priority
In addition to assuming the customer is always right, this prioritises customers at the expense of your employees. Arguably, your employees are your most valuable assets, and so telling them that they are always wrong by default is a great betrayal.
Myth 4: Customers prefer an instant answer to their query
It is a common misconception that customers want and need an instant answer to their query. However, when asked what the most important aspect of a good customer service experience is, 33% of the world said they would prefer to get their issue resolved in a single interaction, no matter the length of time.
One way in which you can ensure an issue gets resolved efficiently, in one interaction, is to make sure that the customer is transferred to the right operator for their query. Though 80% of customers would prefer to interact with a real person rather than a chatbot, this largely depends on how the chatbot is used.
For example, chatbots can be used to gather initial information about a service case before handing off to an agent, a tactic which is used by 77% of organisations. By having artificial intelligence gather the initial data, this allows calls to be handled more efficiently, and transferred to the appropriate department.
Myth 5: If there are no complaints, then customers must be happy
Though their may be some grain of truth to this, not all unhappy customers will choose to voice their complaints. Instead, they might just vote with their feet and take their custom elsewhere.
Myth 6: Once the customers’ needs are met, your job is done
Good customer service should attempt to do more than just meeting customer needs, going above and beyond to assist customers with their query. So, now that you have had six of the most common misconceptions about customer service debunked, you have the knowledge to better achieve a customer service that exceeds all expectations.