Tuesday, April 22, 2008

10 Reasons Why Your Customer Service Fails

I receive a newsletter from Marketing Professionals and it had an excellent article called "Top 10 Reasons Why Your Customer Service Fails" by Valerie Maltoni.

Here is a brief on what she wrote:
1. You’re doing all the talking – my grandmother used to say: “we have two ears and one mouth for a reason. They are meant to be used proportionally.”

2. You are not doing anything about it – you don’t follow through with the feedback you request.

3. Your customer service reps don’t have the power to help – you are putting the most junior and least supported staff up front.

4. You have no idea of the cost to you of losing customers – if you were paying attention, you would know that good service means you retain more customers. Acquiring new customers costs more.

5. You see customer service as a cost, not a benefit – when you look at your department as overhead, you tend to under fund it and under staff it.

6. You are not keeping your brand promises – it does you no good to spend millions in advertising when customers find you difficult to deal with. A good experience is one of the best investments in your brand.

7. Your product needs help, start there – it is quite natural to think that your baby: your product or service is the best. Well, it may not be and that’s where you need to start helping customers, by providing a better one.

8. You did not notice the problem, so you’re behind on fixing it – this is how crisis get started.

9. You don’t have customer service – nobody is assigned to it, nobody owns it.

10. You don’t listen to your customer service reps – they know what’s going on and they would tell you.

She made some excellent points and all that I agree with. To view the whole article, you can visit her blog at: Top 10 Reasons Why Your Customer Service Fails. Take time to read the whole entry.


Brent W said...

Great list. With fears of a depression looming in the near future, businesses will need to kick their customer service into high-gear. This list seems a great place to start!

kelly said...

Being frontline (with no other staff and security personnel in front) also means the customer is able to walk away quickly before you could 'get out' and help him. The operation process of many firms are not evaluated before possible problems arise (a little like finding a solution when a fire starts - a lil too late!)

Listening and talking isn't enough. Sometimes it's also about asking questions.

"3. Your customer service reps don’t have the power to help – you are putting the most junior and least supported staff up front."

VERY TRUE! And poorly-trained/untrained staff!

Keep up the great customer service ideas/theories!