In the customer service industry, it’s sometimes hard to distinguish between fact and delusion. The industry is evolving so rapidly that the various gamers in the market now and again need to be preserved. This makes it fertile ground for false notions, fads, and poisonous myths.
Experts and business proprietors must balance these myths with the facts ando serve their clients successfully and grow profitably.
To help make certain these false notions are not contributing detrimentally to your provider shipping, this newsletter is dedicated to busting six greater commonplace customer service myths.
#1. Satisfaction Automatically Means Loyalty
Here, we dissect myths that affect aspects of pride: Customer satisfaction and employee pride.
1a. All Satisfied Customers Are Loyal.
Wrong, pleasure is no longer sufficient. While dependable clients are likely satisfied, it doesn’t mean that every happy client is one hundred reliable!
Customer loyalty comes from the dynamics of factors: Satisfaction, “the high-quality studies derived from the consumption of your services and products”, and Image, “the belief that your emblem creates voluntarily (communique, marketing, innovation) and involuntarily (phrase of mouth, the press, the web, your share price).
To nurture and maintain dependable customers, your emblem should rank above common on both elements. Merely fulfilling clients is no longer sufficient!
1b. Satisfied Employees Will Create Loyal Customers.
This is not completely true. While studies display that there may be a hyperlink between satisfied employees and client loyalty every so often, this is not the case in maximum groups. Happy employees are likely to assist customers more pleasantly and offer better customer support. However, they ought not to be stressed with engaged employees.
It is crucial to distinguish between worker pride and employee engagement. An employee can be happy with a task and yet remain unengaged.
Employee satisfaction refers to the diploma of contentment employees have with the phrases & conditions of employment. This no longer implies they may not pass “above & beyond” their traditional efforts. For example, employees can be satisfied inside the public area due to the absence of stress; this doesn’t imply they’ll try to help their clients.
An engaged worker is a worker who is passionate, deeply worried, and inclined to put in discretionary attempts into their work – they’re dedicated to their organizations. The engaged personnel contribute to the advent of aggressive advantage and patron loyalty.
#2. Social Media Is The Fastest Way To Get Customer Service
Social media is the modern-day addition to customer support channels and is already converting how brands interact with customers. This does now not always make it the quickest way to get assistance because the responsiveness of dealers will depend without delay on the organization’s investments in this place.
For example, suppose an emblem has assigned just one customer service agent to control its social media channels and a hundred to answer the telephone. Clients will get a faster guide through the voice channel in that case.
Some brands are already investing in big investment media. LIDS constructed a social media command center prepared with eight 55-inch flat-display TVs that assist in tracking their social site visitors and insights. This permits them to reply to customer interplay or industry information properly.
Social media can be a real-time customer support channel if a logo is willing to invest and allocate the proper assets to make this viable.
#3. Different Channels have to Exist As Silos
Silos make it difficult to provide steady patron experiences across exclusive channels. Today’s clients will reach out to your agency through something that is most handy or secure for them and anticipate that no matter their preference, they will acquire the same quality of provider.
