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Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor. In 1960, his comedy record The Button-Down Mind of Bob Newhart reached No. 1 on Billboard’s pop album chart.
But enough about Newhart’s history and accolades, why is he showing up in an article about customer service and experience? The answer can be found in one of his TV specials in a funny sketch titled Stop It.
Seven years ago, I first shared a link to the Stop It video in an article I wrote titled Just Stop It. The focus was to stop doing the things that customers complain about most. To honor and remember the late Bob Newhart, I’d like to bring back the theme of Stop It, and this time, focus on stopping bad habits, systems, or policies that destroy a good customer experience. With that in mind, here are 10 bad customer service habits that, if you notice they are happening, will make you want to say, “Stop it!”
- Stop putting customers on hold for too long. If you must put customers on hold, tell them how long and provide an option to be called back.
- Stop transferring customers multiple times. Get them to the right person the first time!
- Stop asking for feedback if you’re not going to take advantage of it. Our CX research (sponsored by RingCentral) found that 71% of U.S. customers assume the company won’t make changes based on their responses to a customer satisfaction survey.
- Stop using company or technical jargon your customers might not know or understand. This makes them feel uncomfortable and may make them feel like you’re “talking above them.”
- Stop making promises you don’t keep. For example, if you say you’ll call someone back in an hour, don’t be late.
- Stop making it hard for customers to talk to a live person. If you have live agents to support customers, don’t make it complicated or hard to get to them.
- Stop relying on too much automation. Some companies have gone 100% digital, eliminating customer service agents. Even Amazon, the most digital retailer in the world, has customer service reps to help when problems arise.
- Stop blaming others for a mistake or problem, even if it is someone else’s fault. Customers don’t care who is at fault. What they care about is talking to someone who will help them. Even if it’s not your fault, it’s your opportunity to make things right. No blame is needed for that.
- Stop being anything less than easy to do business with. This is a big one. Customers want frictionless, no-hassle experiences. Evaluate your processes, systems and policies to ensure they are customer-friendly.
- Stop being average! Even an experience that is the tiniest bit better than average, as long as it’s consistent, will get customers to say things like, “They are always so helpful (friendly, knowledgeable, etc.).” The consistent above-average experience will make customers say, “I’ll be back!”
This list of 10 ideas to stop is just a start. Sit down with your team and use this list as an idea starter to discuss the issues, problems and complaints you hear about more often than others. Then, as the late Bob Newhart said, “Stop it!”