It does not matter how many clichés we use to describe the importance of customers for businesses. It is indeed the customers who employ the companies. As the importance of clients is pretty clear every company wants to excel in providing better customer services. Unfortunately, there are some myths and misconceptions about the customer services that one must avoid to attain more and better customer satisfaction. As per the industry leaders such as Brock Jon Purviance and others, some of the myths surrounding the customer support industry are so common that they do not appear myths at all because lots of professionals including the CEO’s may also be believing the myths either due to conditioning or preconceived notions.
Below are 4 myths and misconceptions about the customer service industry that you may have developed over the years restricting yourself to reach your full potential:
1) Hiring More Employees Mean Better Customer Satisfaction
This is one of the most common myths about customer service. Hiring more employees does not guarantee an increase in customer satisfaction as customer satisfaction has to do with the quality of the services and not with the quantity. This is why, you can still increase the customer satisfaction level to a great height provided you have the employees who are empathetic enough to listen, understand and solve the pains of the clients. On the other hand, an increase in the number of employees could mean an increase in the expenditure of the business especially if the employees don’t have the necessary aptitude to work in a customer support industry. Hence as per the experiences of US-based entrepreneurs such as Jon and others, it is better to spend more on existing employees than hiring new employees.
2) Satisfied Customers Are Equal to Loyal Customers
The parameter to decide the loyalty of the customers is always difficult to gauge. If you think satisfaction leads to loyalty then you could be right but not always. Not every satisfied customer will turn into a loyal customer. As customers are paying for the product and services, you can’t expect them to stick to your business without any good reason. You must ask yourself what you are offering that others are not offering. Your customer will not stick to you for good or for a very long time unless they are not getting the better or at least the same services from your competitors. Hence, you must strive to provide the best services in the industry at the most reasonable rates.
3) The Customer Is Always Right
The businesses are indeed employed by customers and hence, they must do everything to satisfy their clients. While it is true that customers don’t get angry without a good reason, not every customer must be right all the time under every condition. This is why customer support executives must be able to say no whenever it is required because some customers may simply be there to make you bend some terms. Giving unfair advantages to one customer ultimately leads to the dissent to other customers as no one would like to miss something which everyone is availing.
4) Less Call Equals to Happy Customers
Being an executive or customer support agent you must be expected to answer the queries and complaints of the customers. You may be tempted to attend a lesser number of calls being under the impression that customer satisfaction ultimately results in a lesser number of calls. While the number of calls may seem inversely proportional to the number of happy customers, it is not always true. The lesser number of calls could also mean that people are no longer interested in your business. Perhaps, they don’t expect that you can solve their problems.
Conclusion: It does not matter how many clichés we use to describe the importance of customers for businesses. It is indeed, the customers who employ the companies. As the importance of clients is pretty clear, every company wants to excel in providing better customer services. Unfortunately, there are some myths and misconceptions about the customer services that one must avoid to attain more and better customer satisfaction.
As per the industry leaders such as Brock Jon and others, some of the myths surrounding the customer support industry are so common that they do not appear myths at all because lots of professionals including the CEO’s may also be believing the myths either due to conditioning or preconceived notions. The myths and misconceptions about the customer service industry that you may have developed over the years include more employees mean better customer satisfaction, satisfied customers are equal to loyal customers, the customer is always right; less call equals happy customers, etc.
