The customer service is one of the most important elements for businesses on Shopify to get success. In Part 1 and Part 2, we gave you many mistakes in customer services and in this part, we’ll show you the way to avoid customer service mistakes and correct the mistakes when they happen.
Avoiding customer service mistakes
Customer service is evidently a vital part of a successful business.
Employees may not know how to get the right information or where to turn for advice on customer service.
Johnson said that a culture of exceptional customer service must start at the top. Companies need to not only invest in the right team members and technology, set the tone but also lead by actions as well as words.
Professionalism Matters also conducts a survey that scripts are not the way to deal with customer service complaints. To work to resolve a customer’s specific situation, customer service representatives need to be trained.
Correcting mistakes when they happen
No one is perfect. Mistakes will happen whether due to a lack of focus, diligence, guidance, or understanding.
If there are somethings go wrong it’s important to know how you recover from these mistakes at the end of the day. Johnson said that the good brands own both the bad and the good things that happen.
It’s crucial to know how to rectify the situation when it happens, businesses should make sure that the customer still receives the best customer service.
Furthermore, it’s ideal to express regret that the customer is experiencing anguish even if they haven’t determined yet if the brand was at fault.
After getting something wrong, you need to sit down with your team to understand all the details such as what specifically happened, why it happened. Finally, give the actions that can be taken to avoid similar problems in the future.