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4 Customer Service Mistakes to Avoid (And How to Prevent Them)

Wondering which customer service mistakes to avoid?

The short answer is all of them!

Ok, nobody is perfect. But you can get your customer service team a lot closer to the gold standard by knowing which areas to focus on. Picking a small handful of customer service mistakes to avoid at all costs will make everything else you do much easier.

A lot of work happens “backstage” to facilitate a few minutes of customer contact. Focus on teaching your team about these customer service mistakes to avoid, and customers will reward you with higher satisfaction scores and retention – even if they don’t see what goes on behind the curtain.

1. Providing Just One Method of Customer Service

No question about it, chat and email are the fastest ways to resolve most customer service issues. Even with all the drawbacks of the phone, though, there’ll always be some people who prefer it.

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Likewise, there are avenues like social media that can easily fall by the wayside. To appeal to all of your customers, it’s always better to have more options rather than less.

How to Avoid It

  • Ensure the team has a defined workflow for all possible customer service channels.
  • Establish basic standards teams can refer back to in all customer service interactions.
  • Monitor service metrics according to channel and make tailored process improvements.

2. Undervaluing Customer Service Staff

Turnover in customer service staff can have a serious impact on quality. You want people who are knowledgeable, experienced, and motivated to manage frontline customer contact.

Sadly, this isn’t a priority in all organizations. By providing customer service teams with the support and resources they need, you’ll have greater continuity and higher satisfaction scores.

How to Avoid It

  • Provide solid onboarding that will help reps achieve confidence and productivity fast.
  • Have clear job titles, career planning, and talent development at all levels of the team.
  • Combine competitive compensation and one-on-one recognition to reward successes.

3. Failing to Personalize the Customer Experience

To make an impact on brand perception, customer experience personalization needs to exist at every link in the value chain.

This is especially crucial in customer service, since the data you use for personalization is the same that helps resolve support issues. Elegant personalization with a live representative can turn a customer’s mood around; failure to do so makes any situation worse.

via GIPHY

How to Avoid It

4. Relying on Tiered Customer Service

In practice, a “tiered” service model usually means that issues introduced by customers are sent to the lowest level of customer service reps and then gradually passed up the chain until someone has the answer.

In some enterprises, this represents a division between free customer service and paid premium service. No matter the details, the end result is a poor experience for customers.

How to Avoid It

  • Provide every member of the team with knowledge and resources to handle most issues.
  • Enable collaborative decision making between reps with communication apps like Slack.
  • Give all reps full access to an internal knowledge base they can consult on hard questions.

These four customer service mistakes aren’t the only ones you could target, but they take a lot of wind out of your sails. The lessons you learn tackling these issues will provide the foundation you need to pursue lasting customer service excellence.

Continue raising your customer service game, and soon it’ll be a competitive advantage that keeps customers in your corner.

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Rob Steffens

Rob Steffens

I am the Director of Sales & Marketing here at Bluleadz. I'm a recent newlywed who enjoys spending time with my wife vegging out and binging our favorite shows or getting some exercise on the Racquetball court.