Negative Impressions That Drive Away Customers

This is 'Customer Service& In-Between', an educational and informative newsletter where we touch on Customer Service tips as well as inspirational insights.

Welcome to this edition.

According to the Oxford language dictionary,an impression can be defined as,

An idea, feeling, or opinion about something or someone, especially one formed without conscious thought or on the basis of little evidence

I would want us to look critically at the last three lines in the above definition.

Those words stand out and show impressions are formed somewhere in the mind subconsciously and may or may not be substantiated,hence the need to tread carefully.

Bottomline is once impressions are formed, they stick especially if they are negative.

A lot of times as humans,once we form an opinion about a person or situation,it will take a lot to change ,hence the saying ,' first impressions last long".

In Customer Service there are certain impressions that we shouldn't allow customers have about our individual/business brand as that could be our 'identity' with the customer as we might not have a chance to turn the tables around.

Below are some negative impressions businesses should NEVER allow customers have about them:

??MAKING CUSTOMERS WAIT

Making customers wait endlessly on the phone,queue,entrance or for a delivery,speaks volumes.Customers expect to be serviced within a reasonable time frame and making them wait endlessly is a minus in the customer experience.

SOLUTION:

• When customers interact with you as much as possible let the TAT (Turn around Time) be short .
• Respond to emails within 24 hours(even if it's to give a holding reply)
• Avoid wasting their time on the call if you can't solve their problem(s) immediately
• Get back to them ASAP on the fate of their requests or complaints.
• Solve issues promptly and escalate quickly (if you must)to avoid unnecessary delays .

??BAD PHONE ETIQUETTE

Not picking up the phone promptly when it rings for inquiries,requests, purchases or speaking rudely ,inaudibly or without warmth is a big turn off and leaves a bad impression on customers.

SOLUTION:

• Make sure to pick up phone calls before the 3rd ring
• Inflect a smile when the phone call is picked
• Avoid transmitting your irritation through the phone line( we know situations can get tricky at times)
• Avoid keeping customers on hold for too long or transferring them without permission.

??NOT USING THE 'MAGIC WORDS'

Magic words consist of 'please','sorry', 'thank you' and 'welcome'.If these words are absent during transactions,it gives customers the impression that they are just transactions in a business's everyday cycle.These functional words make customers feel valued and respected

SOLUTION:

• Whenever customers interact with your brand ,make sure the magic words are not far from your lips.
• You could also automate welcome prompts at your business entry point.
• Thank the customer for their patronage, complaint or patience.
• Apologise for delay,complains or issues that arise .

??NOT GIVING THE CUSTOMER MAXIMUM ATTENTION

When customers are attended to by a support staff who is absent minded , slouched in their seat, doesn't maintain eye contact, fidgets with their phone ,a customer has the impression that the company would rather they were elsewhere than with them and this might make the customer go over to the competitor

SOLUTION:

• When customers reach out make sure your attention is undivided,you are listening to get their pain points
• Make sure your body language is positive and present
• Make sure you acknowledge as they speak

Whatever impressions we create for our customers is what will linger in their minds and this will be their testimony of your brand to other prospects .

Some of the benefits of leaving customers with good impressions ?????

????Builds trust and credibility

???? Enhances brand reputation

????Leads to referrals and recommendations

????Fosters good customer -business relationships

????Creates a positive impact

When dealing with customers the impression a brand gives off is what customers run with and is tagged as 'who the brand is.

Remember,

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See you next time ,

Yours Truly

Kemmy

#impressions

#brandreputation

#customerexperience

#positivity

#customerservice

PS: Want your brand to make good impression on your customers ALWAYS?DM or email [email protected],let's train your team.

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