What are the myths that most people believe about customer service.?
Customers and clients are the most crucial factors in expanding a business. That is why businesses, whatever their size, need to have effective customer service. Customer support includes different ways a company does to help its customers and ensure they get a good experience.
Moreover, customer service can also make or break a company. In fact, according to PWC, bad experiences quickly drive customers away. For example, even if your initial customers love your product, after a bad experience, 17% walk away. If it’s more than one bad experience, 59% will walk away.
Due to these facts, it has become more crucial for businesses to invest in their customer support. However, there are still some myths and misconceptions about customer services. Read on to find out what are those misconceptions or myths.
Customer Is Always Right
The phrase, pioneered by Harry Gordon Selfridge, John Wanamaker, and Marshall Field, has become the motto of many businesses when it comes to their clients or customers. However, we know that it’s not always the case. In fact, it does not originally mean customers are right in all situations. It’s more about treating customers as if they are right. It is not good for a business to always accept that customers are right. According to HuffPost, the reasons are the following:
- It produces unhappy employees
- Abusive Customers are Given Unfair Privileges
- Some customers are bad for business
- It results in bad customer service
- Some customers are just wrong
Less to No Complaints Means Good Service
This kind of thinking can be dangerous to your business. No complaints or feedbacks does not necessarily mean your customers are happy. In fact, it might actually mean there’s something wrong.
For example, did you know that 96% of unhappy customers don’t complain? Also, from that number, 91% will simply leave and never return.
Cheap Price Outweighs Everything
Some people think that as long as something is cheap, people will keep gravitating towards it despite the bad customer experience. However, that’s another misconception. In fact, ShipEarly found out that more customers (86%) are willing to pay extra for good customer services?