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What can ruin the Customer Experience? - Telnet - ContactCenterWorld.com Blog

What can ruin the Customer Experience?

It doesn’t take much to ruin a great experience. Let’s look at a few things that can take a great experience and make it into a bad one.

Saying you can’t help

When you’re in a department store and so desperately need help, or when you’ve been on hold for what seems like a lifetime, the last thing you need is to finally find someone who then simply says ‘sorry, that’s not my department. I can’t help’ Or something along those lines. Say goodbye to a great customer experience.

Not greeting your customer

Similarly, what will ruin the efforts of giving great customer experience, is failing to acknowledge the customer. Not smiling at or greeting your customer is a fast way to send them away from your business.

Getting annoyed or frustrated

Showing that you are less than happy or less than enthused to be helping your customer will make them feel as though they aren’t wanted in your business. Even if it’s fake, you need to be happy around your customers. They don’t need to know the issues that your company is having.

Complicated procedures

Are things too complicated for your customers? Do they just want to make a simple purchase but the need to sign up to every loyalty scheme seems to be turning them away? Having things that are too time-consuming or too complicated can really put a dent in the Customer Experience.

Not having the after-sales support

Not necessarily just with sales, but when a transaction takes place, there is a need to have support if anything does go wrong. This can either be with a phone call, email, or even somewhere you can go to have things sorted for you.

Source: http://telnet.co.nz/uncategorized/can-ruin-customer-experience/

Publish Date: May 19, 2017 5:00 AM


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