Top 10 Ways To Destroy Customer Trust

The ONE thing at the heart of all great customer experiences is trust.

While trust is a multi-dimensional assessment wrapped up in our biases, history, and mood, it’s only put to the test when we commit to getting something done.

Here’s our Top 10 Things of What Not to Do:

1. Don’t try to change the mood of your customer…get attuned to it and engage appropriately.
2. Don’t ignore what the customer wants…ensure sure you both clearly agree on what they want.
3. Don’t assume you understand your customer’s driving concerns…dig into the details and understand the why.
4. Don’t assume all conversations can be treated the same way or with one script…listen actively for differences.
5. Don’t make generic counter-offers…only make offers and counter-offers that address the customers concerns.
6. Don’t give away more than is necessary…ensure your offer and counter-offer is relevant.
7. Don’t ignore your customer’s reactions to your offers…listen for feedback and respond appropriately.
8. Don’t fail to clearly state what has been agreed…declare what actions have been committed to by both parties.
9. Don’t over-promise…ensure your promise fits your customer’s concerns; be time-bound, measurable, and actionable.
10. Don’t assume your customer is satisfied with the outcome…always check to ensure your customer is satisfied with the outcome.
11. Over the years, we’ve listened to tens of thousands of conversations at hundreds of businesses, and we’ve learned a lot about how conversations can build and destroy trust with customers.

Let us listen to 50 of your agent conversations and we’ll recommend how to transform your customer experience, improve NPS, agent engagement and your bottom-line.

Book your Free Customer Experience Audit