Managers responsible for customer service often can't make out that a specific problem is the result of a deeper systemic error that dwells within the customer service system. By handling this as a small problem, only superficial changes are made, and sooner or later the systemic error will crop up somewhere else. Here are five most common and often neglected errors in customer care systems.
Not all employees share the same philosophy
The philosophy of your company should always, according to the SalesForce blog, be customer-based and should revolve around customer satisfaction. This philosophy should then be shared by all parts of the company, not just those that are in touch with clients on daily basis through customer service. Create a unifying, clearly defined corporate philosophy.
The system is too complex
Complexity is often a result of the company wanting to offer their customers everything possible, without leaving anything out. This is a good example of less is more. If customers are getting lost in the system, something is wrong.
Absence of a quality CRM system
Every employee that deals with clients should have access to a quality CRM system with a thorough database of all the interactions the client has made with the company. Only then you will be able to offer a personalized, tailor-made solution.
Overwhelming clients with spam
If you are putting together a client database just so you can overwhelm them with spam, you will end up with dissatisfied customers. Of course, offering additional products is important, but you must do so sensitively and ideally through a live business representative.
Not taking into account the individual needs of clients
Personalization is not just a desired, but nowadays a required part of a quality customer service system. If you are not able to react to a client individual requests, especially when they have told you about it repeatedly, you will definitely fail to engage your customers.
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