Customer Experience News & Trends

6 stupid moves that drive customers away

Sorry to say, but you’re not as smart as you thought you were. At least, that’s what customers think.

Turns out, companies – and their service pros – do some stupid things from time to time in the eyes of their customers, according to customer service experts Bruce Kasanoff and Michael Hinshaw.

In their book, Smart Customers (Stupid Companies): Why Only Intelligent Companies Will Thrive, and How to Be One of Them, the experts found seven things companies do that turn off customers.

Here’s what to avoid:

  1. Asking for account numbers more than once. If people in a company can’t pass along that small, important detail, customers can’t trust the level of their service.
  2. Asking customers to repeat themselves. Record what customers say – either electronically or in notes. Verify you have details correct, rather than ask for them again.
  3. Advertising too much. Ever see an ad for Amazon? Ask customers to spread the word about your great service when they receive it.
  4. Over-instructing. If you have to give customers heavy explanations to navigate your customer service, it’s too complicated. Find ways to streamline and simplify.
  5. Closing. Customers expect help 24-hours a day. If you can’t staff for that, have a different agent take a phone home each night and direct overnight calls to that number.
  6. Scripting. Customers want and need a personalized experience to feel welcomed.

Subscribe Today

Get the latest customer experience news and insights delivered to your inbox.