Bad Habits That Ruin Customer Experience

It is easier to prevent bad habits than to break them -Benjamin Franklin

There are multitudes of
stellar customer service habits that
provide great customer experiences.
And incorporating these excellent
service delivery habits will translate
to huge profits in our market-share.
First, the bad habits that ruin
customer experience must be
addressed. We have to root-out those
bad habits that ruin customer experience by any means possible .
There are a couple of ‘bad’ habits that ruin customer experience that we must
eliminate. Some of these are highlighted below:
1. Breaking your word or Not fulfilling your promise
Customer loyalty starts with trust and whenever we do not keep our promises to
customers or fail to adhere to the turnaround time for delivering any service, this
will break that trust. Always go the extra mile to ensure we do not stress out our
customers. Not keeping to your word is the simplest way to break a customer’s
trust. No good experience can come out of a broken trust.
Every minute that our customers must unduly wait for us for the resolution of their
complaints, consummation of a transaction or for whatever reason they engage us
for, causes the trust reposed in us to diminish. This type of “trust” issue will
certainly cause dissatisfaction with our customers. Everyone is encouraged to
expunge this tendency immediately from his/her disposition to service, as habits
such as this, greatly ruins customer experience.
2. Taking customers for granted
Whether you maintain a steady stream of new customers or you have a loyal
customer base, or both, we enjoin you to continue to treat them with dignity,
respect and reverence. Do not ever let complacency creep into your engagements
with customers. Do not be ‘too’ familiar with customers such that you start to talk
down on them unknowingly. Knowing that there is a possibility that complacency
CAN happen, measures should be instituted to prevent it from occurring at any
given time. One certain way to institute measures that will mitigate complacency
and mediocrity is to ensure that we all live the Core Values of the Bank – The 3
EEEs, Enterprise, Excellence and Execution. Doing this will certainly keep the level
of customer service experience provided on a sustained high, day in day out and all
year round.
Since we have established that long-term loyal customers are so important to the
success and sustenance of any business, each year a customer stays with you,
show appreciation for their patronage. It would be hard to beat the kind of loyalty
this action will provide.
Never allow the level of customer service you provide to diminish. Keep it fresh,
and treat all your customers as if they mean the world to you. If you do not, you
stand the risk of losing your customers as they would migrate to your competitors.