If you do a quick search of companies with the worst customer service, a few of the same names keep popping up. Not only are the same businesses guilty of off-putting communications and service, but the same offenses seem to make it onto most of these lists.
So what exactly are some of these employee-customer issues and how can they affect the reputation of your company and the safety of your customers and employees? We’ve outlined just a few of the major customer complaints that lead them to believe that companies don’t understand the importance of business communication.
Not listening to customers
Many businesses create scripted phrases for employees to use with customers during specific scenarios. While this generally comes from good intentions, the reality is that customer service usually takes a dive when employees become too accustomed to these phrases. All too often, employees listen only for keywords that prompt their scripted responses, sometimes ignoring important details. With these miscommunications comes an increased risk of injury, given the right circumstances.
Failing to include information
If a sales representative closes a deal with a customer, it is expected that all important information—especially safety concerns—be relayed during product use discussions or demonstrations, right? Excluding this information is deceptive and dangerous, and it could lead to your company being sued. Communications with customers should be thorough. Never omit safety concerns or other potential issues that customers may face in order to sell a product.
Including deceptive or ambiguous information
On the other side of the spectrum from excluding information, there’s including ambiguous or deceptive information—like when a phone company advertises “unlimited data*” and it’s not what you think, or when a “tear-free” shampoo makes kids think it’s safe to get it in their eyes. By including phrasing that isn’t clear and precise, whether it’s in advertising or in a conversation, customers can unknowingly put themselves in harm’s way.
From marketing to sales, production to shipping, and everything in between, the point is that companies and every single one of their employees need to understand the importance of business communication when it comes to customer relations. The goal should never be to convince as many people as possible to buy your product under false pretenses; it should be to sell a quality product that customers will enjoy and recommend.
If anyone from your company is not communicating well with customers, it can have a detrimental effect on your business. To ensure everyone’s safety and satisfaction, make sure all of your employees are trained and ready for professional communications.