At Shoppers, Inc. we are very passionate about great customer service, measurement, and teamwork. The article below from Shep Hyken about Customer Service Tip: What Not to Do – Twenty Ways to Kill Customer Loyalty relates to our goals and passions. Hope you enjoy it!
Customer Service Tip: What Not to Do – Twenty Ways to Kill Customer Loyalty
This customer service tip focuses on customer loyalty, which is one of the coveted by-products of delivering good customer service. Yet good – even great – customer service by itself will not create loyalty. It takes more, such as quality, reliability, dependability and more. On the flip side, it doesn’t take much to erode loyalty.
Below is a list of “twenty loyalty killers.” This may seem like a negative article, but please don’t view it as such. Look at this as a checklist to confirm that you are avoiding any of these behaviors. There, I’ve put a positive spin on it.
Twenty “loyalty killers” that you must avoid to maintain your customer’s confidence and loyalty.
1. Uncertainty is a loyalty killer.
2. Complacency is a loyalty killer.
3. Apathy about your work is a loyalty killer.
4. Lack of confidence is a loyalty killer.
5. Bad customer service is a loyalty killer.
6. A bad attitude is a loyalty killer.
7. An aggressive attitude is a loyalty killer.
8. Indifference toward a customer is a loyalty killer.
9. Lack of enthusiasm is a loyalty killer.
10. A communication breakdown is a loyalty killer
11. Inconsistency is a loyalty killer.
12. A weak relationship is a loyalty killer.
13. A long wait time is a loyalty killer.
14. A slow, returned phone call or email response is a loyalty killer.
15. Arguing with a customer is a loyalty killer.
16. Making a customer feel that they are wrong is a loyalty killer.
17. Making a customer feel ignorant is a loyalty killer.
18. Being impatient with a customer is a loyalty killer.
19. Using unfamiliar jargon or acronyms is a loyalty killer.
20. A failed promise is a loyalty killer.
Are you or your company guilty of any of the above loyalty killers?
While customer service by itself will not create loyalty, although it helps to get you there, you need your customer’s confidence. The old cliché is that people want to do business with people (or businesses) that they know, like and trust. What are you doing to create those feelings?
Finally, this is a short list. There are many more loyalty killers that we should avoid.
Shep Hyken is a professional speaker and best-selling author. For more information on Shep’s speaking presentations, call 314-692-2200, email shep@hyken.com or go to www.hyken.com.
(Copyright ©MMXI, Shep Hyken)
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