Here goes my five goof ups which if used can definitely result into customer defection.
Do Not Take Care of Your Language - Do not use language which brings out courteous personality of yours. Use lot of words like 'obvious' which shows your are arrogant, unfriendly and rude.
Do not call back your customers - Do not want to take customer's call. No problem. Just tell him 'I will call you back' and keep the phone down. Do this time and again and customer will stop calling you forever. 'I will call you back' is most over-used goli given to customers. You should also try sometime, it will surely work as it is tried and tested.
Make the customer follow up - Do not want to help a customer? Ask him to follow the 'follow-up loop'. Ask him to visit again and again and again and again. He will surely loose his patience someday and that would be the last time he will bother you.
Advertise sales without details - Tell the whole world with a full page advertisement that you are coming out with a huge sale. Just keep your terms and conditions so small that it can be read only by microscopes. Let customer come to you running, fill his shopping trolley and spend 40 minutes in billing. Then hit him with a hammer called terms and conditions. He will dump his shopping trolley on billing station and will never comeback (till he sees next sales advertisement of yours).
Keep yourself busy on phone - Posted at front-end of some business and do not want to attend any customers. Get busy on phone. Its simple. Pretend it is the most important call of your life and customer will understand and go away. You know customer is an understanding species.
Try these above mentioned steps and I assure that you will an have endless list of customers who are fed up with you. Probably, yours will be the last place that they would like to visit
Do not call back your customers - Do not want to take customer's call. No problem. Just tell him 'I will call you back' and keep the phone down. Do this time and again and customer will stop calling you forever. 'I will call you back' is most over-used goli given to customers. You should also try sometime, it will surely work as it is tried and tested.
Make the customer follow up - Do not want to help a customer? Ask him to follow the 'follow-up loop'. Ask him to visit again and again and again and again. He will surely loose his patience someday and that would be the last time he will bother you.
Advertise sales without details - Tell the whole world with a full page advertisement that you are coming out with a huge sale. Just keep your terms and conditions so small that it can be read only by microscopes. Let customer come to you running, fill his shopping trolley and spend 40 minutes in billing. Then hit him with a hammer called terms and conditions. He will dump his shopping trolley on billing station and will never comeback (till he sees next sales advertisement of yours).
Keep yourself busy on phone - Posted at front-end of some business and do not want to attend any customers. Get busy on phone. Its simple. Pretend it is the most important call of your life and customer will understand and go away. You know customer is an understanding species.
Try these above mentioned steps and I assure that you will an have endless list of customers who are fed up with you. Probably, yours will be the last place that they would like to visit
by Ramesh , on November 24, 2009 3:38 AM
5 very good tips. Unfortunately yhey are all too common.
by Dhiman , on November 24, 2009 12:32 PM
Like always you come up with very practical Customer Service tips :D
by Ravan , on November 24, 2009 11:29 PM
ho ho ho... perfect sum up for a 'perfect' customer service...:P
I think, this all happened due to outsourcing the customer service module,
cos a third party will not bother about your product and your company.
Right?
by Adesh Sidhu , on November 25, 2009 10:35 PM
Yeah Sid, you are right. Once you have outsourced everything, all you want is to maintain your SLA by keeping calls as short as possible. Hence poor service.
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