4 Customer Service Myths That Are Holding You Back
There are many misconceptions about what customer service is and how to deliver it. Here are four common customer service myths that can really hold us back from being truly outstanding customer service providers:
Myth #1:Â "Treat customers the way you would like to be treated"
The intent of this very common statement is good, in that it speaks to the importance of respect and empathy. It’s just not a good mindset for creating positive relationships.
Why? Well, it assumes that everyone perceives customer service the same way, and wants to be treated the same way – and that’s just not the case. Some people like service providers to be with them every step of the way, guiding us to the best possible decisions. Others prefer to be given facts and options so they can make their decisions on their own. Some like to just be left alone – preferring a more self-serve model. If you just treat customers as you like to be treated, you risk alienating all of the others.
Myth #2:Â "The customer is always right"
This quote, popularized in the 1900s and attributed to Marshall Field, sounds lovely on paper. But anyone who’s been involved with customer service for more than a week knows that nothing could be farther from the truth. Sometimes a customer can be profoundly wrong.
As with Myth #1, however, the intent behind “The Customer is Always Right” is absolutely bang on. Regardless of the situation, we should always strive to be respectful. They may not always be right – but they are always the customer.
Myth #3:Â "You should always exceed customer expectations "
Exceeding customer expectations is a noble thought – but as an ongoing business target it is absolutely unrealistic.
A customer’s expectations of you are, in part, set by their past experiences. This means that, each time you exceed expectations, you raise the bar a little. At some point, the incremental increase of expectations is unattainable.
This doesn’t mean that we should not always strive to be outstanding, but nothing positive ever came from setting an unachievable goal.
Myth #4:Â "Customer service is common sense"
This is the big one – and nothing could be further from the truth. The ability to deliver outstanding customer service requires immense skill, attitude and mindset.
There is a reason that people with those skills stand out. They are able to build customer trust with caring, competence and integrity. They know the right words to use and actions to take.
This “common sense” belief undermines these critical skill sets with two assumptions. That:
a) “common sense actually exists; and
b) Everyone has a high level of interpersonal skills.Â
