Common customer service misconceptions

April 28th, 2014

Customer service misconceptions may be affecting your small business

Good customer service should be at the heart of any small business, but there are some misconceptions that could prevent companies from doing the best possible job.

After all, it is all too easy for managers to make generalisations about their clients, whereas in reality their needs might be quite different from one another.

Here are some of the issues that frequently arise when it comes to customer service management.

Treating everyone the same

Each customer will have their own specific set of requirements, which is why it can be so dangerous to generalise when it comes to thinking of ways to inspire loyalty.

Look at each client's purchasing history and other data you have collated over the months and years, as this will give a better idea of what you should be doing to keep them on board.

Price is king

While price will undoubtedly play a role in which supplier a customer chooses, it is possible they will consider other factors as well.

If you prove that you can offer a better quality offering in other areas - such as service - the chances are they will give this consideration alongside monetary factors.

Ignoring feedback

Every piece of feedback you ever receive from a customer is valuable, so make sure you use it to your advantage.

Whether the client is new or old, small or big, they will each have a valuable contribution to make to drive your business forward - so make sure you take the time to listen.

Retaining customers is less costly

There is plenty of evidence to indicate that attracting new customers is more costly than retaining them, so ensure you put effort into giving existing clients a reason to stay on your side.

Happy customers will recommend your services to other businesses, so ask yourself if you can really afford to lose them to the competition.

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