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3 of the most common customer service mistakes

There are common mistakes that customer service agents should seek to avoid making.

In a recent article published on the Call Center IQ website, contributor Brian Cantor, a customer experience and marketing analyst, addresses some of the most common mistakes that customer service agents make and why it's important to avoid them. Here's a look at a few of these mistakes: 

Assigning blame to someone else – In most cases, the customer's problem isn't the customer service agent's fault, but the fact is that this simply doesn't matter, nor should it be addressed during the conversation. As Cantor says: "The role of customer service is not to report on failures. It is to correct them." 

Letting the customer end the call on bad terms - Sometimes it's impossible to give a customer exactly what he or she wants. When this happens, it's the customer service agent's responsibility to do everything possible to alleviate the customer's frustration and ensure that the call ends with the customer feeling better than he or she did prior to the conversation. 

Telling the customer how he or she should feel - No matter how insignificant a problem sounds, it's imperative for the customer service agent to accept the customer's perspective on the issue and try to work out a satisfactory solution. "In a customer service interaction, the only perspective that matters is that of the customer," writes Cantor. "The agent's personal assessment of the issue is meaningless. If the customer feels he is greatly suffering, it is the agent's job to accept that mindset and respond accordingly."

One of the best ways to avoid these mistakes is to seek professional customer service solutions outside of your company through outsourcing. By outsourcing your customer service to a domestic inbound customer service specialist call center, you can establish systems of performance feedback and top quality training. With an outsourced customer service program in place you can rest assured knowing that your customers are in the hands of highly trained professionals who will seek to provide exemplary service 100 percent of the time.

 

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