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Why Poor Customer Service is Your Fault and How You Can Fix It

By Contributing Writer
Sunny Aaron
May 07, 2024



Business owners rarely set out to hire poor-performing employees. They want workers who can do their jobs to a high standard and keep their customers happy. However, that’s certainly not always the reality.

Many businesses have poor reputations in their communities because their customers have not had a great experience when communicating with their employees. Poor customer service can be your fault for the following reasons:

You Have Poor Hiring Processes

Some business owners are in such a hurry to fill worker gaps that they hire anyone who applies for a job. Not relying on background check companies like Triton Canada and having other measures in place can sometimes be detrimental.

If you don’t do your due diligence during the hiring process, you may end up with an employee who isn’t motivated or productive. They may also not be skilled enough to do their customer-facing job to a high standard. Your customers will then suffer.

Fortunately, change is as simple as creating more robust hiring standards. Set expectations for what you’re looking for and run background checks to ensure employees have the skills and attributes required to improve the customer experience.

You Haven’t Provided Enough Training

You can’t hope for your customers to enjoy exceptional customer service if your team hasn’t been trained to provide it. Customer service is about more than providing the products and services they need. It’s also about being approachable, knowledgeable, and going the extra mile. Upselling and de-escalating issues can also be integral to the average customer service role.

After hiring new employees, take the time to learn how they function in their roles. You may then gain insight into the additional customer service training that could take them to new heights. Investment in them can be an investment in your business. 

You Failed to Set Expectations

You might think hiring a customer service team means they will naturally provide excellent customer service. However, your team may not always meet your expectations if you don’t set any.

As a business owner, you’re responsible for customer and employee expectations. You must outline the level of service employees must provide and how long it takes them to address complaints and queries. This approach may help employees work toward their professional goals and provide outstanding service.

You Don’t Give Your Employees Important Resources

You can’t expect your employees to provide outstanding customer service if you don’t provide them with the resources they need. Requiring them to do their jobs with the bare minimum can result in frustration, dissatisfaction, and, sometimes, poor customer experiences.

Ensure your employees always have the technologies they need to do their jobs to a high standard. You should also provide appropriate staffing levels, infrastructure, and training. If they come to you with any frustrations or issues relating to not having what they need to do their jobs, ensure you take care of the issue as soon as possible.

Poor customer service is often the fault of the employer. If you don’t have robust hiring and training processes or give your employees what they need to do their jobs, customers can become frustrated and dissatisfied.



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