If you are a customer service representative, your primary goal is ensuring that your company always exceeds the expectations of the customer, but that is often the first mistake that agents make. There are others, too, and with the information provided here, you can learn the most common mistakes being made, and start avoiding them sooner instead of later. Your business is counting on you to learn this information and use it to your advantage.
- It is important to both teach and stress listening skills in an organization, as good listening is key to good customer service.
- Teach customer service representatives to under-promise and over-deliver, a technique which will help garner greater satisfaction among customers.
- Always acknowledge mistakes and seek to rectify the problem in a timely and gracious manner.
“Don’t automate just because you can. Avoid erasing all personalization and direct contact with the customer.”