Many marketers don't see the threatening effects of these "little" things. In the swiftness that is ever-present in social media, everything can happen lightning-fast. Plus the increasing attention span that has contaminated many Internet users that has transformed them into gullible netizens—believing everything they've read and heard without checking on its verity.
Little errors are a result of humongous blunders. And why so? Because that one negative comment on Facebook , the trending loathing on Twitter on your brand, or the countless memes people pass on to each other across various social media sites are rooted to your erroneous, flawed customer service.
Perhaps you are seeing nothing wrong with how you present yourself as a brand, or how you satisfy your customers. It could be—that is, if you're not earning "little" but scathing reputation online.
So what are these little things that can tarnish your customer service?
You're making things a bit complex
Confusions can happen in many forms. Haphazardly designed websites, indirectly answered questions, and misleading advertisings. You must always remember that your customers aren’t poets and lovers of metaphors—be straightforward.
You're stuck in the past
Back in the day, brands propagated the belief that once customers become loyal, they'll forever be. Now, in this time of social media and dwindling attention spans, there's no such thing. Hence, you have to strengthen the loyalty that binds you to your customers. Do it regularly, on a daily basis.
You're continuously tapping the wrong people
The power of your customer service largely depends on how your customer support representatives perform. So if you keep on settling with subpar employees, don't expect to see improvements in your customer service. Hire better people, never settle for a type that has already failed you multiple times. Ignoring the trend
There are indeed trends that are just, well, mere trends. But there are cases that these trends say a lot about what could make your customer service more competitive. For instance, ignoring the mobile or multi-channel trends (which are two of the current trends in the customer support scene) will send you nowhere. Sometimes, you have to go with the flow and create a sound strategy along the way.You can't admit your weaknesses
There are times when it's hard to admit a mistake, especially if it's asserted by the customer himself. You, like other brands, are not perfect—admitting that you're also capable of being wrong about your products and services. Just say sorry—sincerely.
Open Access BPO believes that its Filipino customer service agents are an essential force in delivering exemplary customer service solutions to its worldwide clientele. These services are comprised of non-voice, voice, and back office service solutions. Know more about our other services by visiting our website and Google+ page.