10 Customer Service Pitfalls

10 Customer Service Pitfalls

1: Beware of Interrupting

Do your best to never interrupt a customer. They may become upset if while they are explaining a problem, you interrupt with a solution. If you feel that you do need to speak while they are, cut to the chase of what you think the problem is, but stage it as a question. Through this route, the customer can either confirm or deny its relevance, and you will also save time.

2: Always Actively Listen

When the customer is communicating with you, he or she does not want to feel as if they are talking to a wall. When the customer speaks, listen intently and be involved with what they are saying. To do this you can simply nod your head, or say “I understand” or “I see”. Doing this will let the customer know that you are listening, and that you care.

3: Avoid any Negative Questioning

Negative questions asking questions like “you don’t have a basement?” or “why is this in my way?” Asking a question negatively can confuse the customer. Instead try positive or open ended questions, this will make your customer much more comfortable and you maintain a good image.

4:  Your customer may not have as much technical knowledge as you

In most cases, your customer will have less technical knowledge than you have. This means that you need to be careful not to over explain things. If you say a technical term or acronym and you can tell the customer does not know what it means, take some time to explain it to them.

5: Use analogies to explain technical jargon

An analogy can be helpful when explaining an unfamiliar idea with a familiar idea. This will allow the customer to understand what you’re getting at, without the use of excessive or confusing jargon.

6: Use positive statements

A customer wants to hear about your capabilities, not your limitations. This means they want to see what you can do, not what you can’t. A positive statement will help influence the customer’s perception of your crew and your company.

7: Be careful of misinterpreted words or phrases

Sometimes your customer may misinterpret something that you say and take offense. Try to avoid words like “you”, this can make the customer feel singled out and they may become defensive. If a customer is upset the worst thing that you can say to them is “calm down”. Actions speak louder than words, if it seems the customer has misinterpreted your words, ask them if they understand what you are getting at.

8: Be aware that problems with a move may cause emotional reactions

If something on your move has gone wrong, the customer may have some kind of emotion reaction; this can range from a simple annoyance to an all out panic. In this case, you can simply sympathize with the customer and assure that the problem will be solved and that they will be taken care of.

9: Anticipate the customers objections or questions

Your move will always be more effective if you anticipate that the customer will object and ask questions about your services. It can vary from customer to customer, but the odds that they will object to the way that you are working, they have an alternate way of working, or have several questions, is very high.

10: Keep the customer well informed

Status updates of your job are always appreciated from your customers. Simply telling them what you plan to do, before you do it, can go a long way. For example, giving them a projected time frame and telling them what you plan to move first, and last, will help tremendously, and calm their nerves.