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Customer service is a huge part of any business, and you don’t want to let your business fail because your employees are incapable of doing their job properly. At the end of the day, no matter what their role is within your organization, they have at least been partially trained to handle customers in some capacity. In this article, we’re going to be looking at some of the reasons why your business could be failing due to customer service, so keep reading if you would like to find out more.
Are There Rude Employees?
The first thing that you need to work out is whether or not there are any rude employees. A lot of the time you get rude customers who are reacting unreasonably to something that your employee has said. There is nothing that the employee can do and yet you still get those customers who kick off because they think they are entitled to something that they are not. You’ve got to keep out for this because you don’t want to fire someone for being slightly rude to a customer when they have just shouted verbal abuse with him.
We highly recommend that you stamp out any rudeness sooner rather than later. A lot of your customers are calling with genuine concerns and they don’t need the snark from employees.
Have They Been On Training?
The next thing that you’ve got to think about is whether or not they have had any training. Your business should be sending employees on regular customer service training to ensure that they are up to date on all the latest practices. When you were a kid and the teachers used to have a training day, well it is a lot like a customer service training day. It’s important that you put your foot down with this and if someone decides not to attend the training that they no longer have a job with your company. Customer service is too important for people who think that they know everything.
For example, if you are selling a medical fridge, but someone has a problem with it, what is your employee going to do? Make sure to listen in and find out for testing purposes.
Are You Not Making Expectations Clear?
Lastly, are you not making your expectations clear? Your employees need to see you, they need to know what you expect from them and while this is largely covered in the training section, there may be some other things that you can think about. The main thing is that you know what they are and all of your employees were warned of the expectations of the job in the interview. Tell them that if they can’t be polite to customers, and if something is amusing, then you can also stand outside the down.
We hope that you have found this article helpful, and now see some of the reasons that your business might be failing due to customer service. Hopefully, this isn’t the case and after reading this you either know that your customer service is as good as it can be, or that you need to improve. We wish you the very best of luck.
