Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; either way, here are some examples of action or inaction to avoid:

1. Excluding Etiquette

• Not stating your name or department when answering the phone.
• Putting someone on hold without asking permission or stating how long it will be.
• Not showing appreciation or not saying “thank you” at the end of a transaction.

2. Ghosting the Customer

• Not responding to e-mails or voicemails within 24 hours or less.
• Not following through on next steps promised during a conversation.

3. Blaming Others

• Responding to a complaint without apologizing for the company’s mistake.
• Blaming a co-worker or the customer for an issue.

4. Focusing on the Phone

• Making better eye contact with your device than with your customer.
• Viewing e-mails as texts (instead of as a professional business correspondence); sending messages without using their name or yours.

 
To satisfy the customers, avoid the dissatisfiers.

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