Things to Avoid to Maintain Customer Service Quality

A good relationship with customers is not only determined by the quality of the product or service. One other factor that plays a role as a determinant is customer service. Customer service plays a central role in bridging the relationship between business and customers. If you fail to build a good relationship, the stakes are on business image and user retention.

In the DailySocial report that titled Digital Customer Service, it was found that 86,82% of respondents paid attention to the quality of customer service before finally deciding to use a service. Some things that customers pay attention to regarding the quality of customer service is the problem of response time.

Still from the same survey, there are 22,91% of respondents who are only willing to wait less than 10 minutes for a response and there are 32,45% of respondents who are willing to wait between 10 and half an hour in waiting for a response.

To avoid mistakes in managing customer service, here are some things you should do avoided when a business decides to open a customer service channel.

Inconsistent service across the organization

Customer service is the main channel that connects customers with businesses. However, this fact does not necessarily put the responsibility on the shoulders of customer service to foster good relationships with customers. All teams and sections within the organization must have high standards to help with customer service performance.

A simple example is when there is a technical complaint, customer service only acts as a communication bridge between the technical team and users. Furthermore, the speed of anticipation of reports is in the hands of the technical team. The same thing, for example, occurs in the field of payment problems. The quality of the financial team should be just as good.

One standard of service for all types of customers

If a business offers various tiered subscription packages and has one standard of quality of service for all types of customers it is a mistake. If there is a tiered package, then customer service must also have a tier. Although it must have a high minimum standard.

Customers who pay higher than other customers certainly expect different treatment when using their services. It's a matter of priority. It must be determined which customer has more priority than other customers. Again, this is all a matter of customer expectations and satisfaction.

Inefficient interaction

The waiting time, the quality of the answers, and the quality of the questions presented by the customer service operator become highlight to improve the quality of customer service, namely about interaction efficiency. Make sure the officers on duty have similar standards, so that the questions asked, waiting times, and the way they interact do not differ markedly.

The officer must know when to require the officer to wait and when to answer directly what is asked. In addition, politeness in language must be a mandatory ability.