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How to prevent the most common customer support mistakes?

Matej Kukucka

Matej Kukucka

Last modified on October 30, 2020 at 10:03 am

how to prevent the most common customer support mistakes title

One of the worst things we can meet when providing customer support is an angry and dissatisfied client. Not only he probably ceases to cooperate with you, but also may say poor references to his surroundings. And as is our custom, people are more likely to complain than praise a company.
But what things upset customers the most and what mistakes should you avoid? Find out!

Clients frequently complain about the following:

1. Need of speaking with several employees and over again explaining their problem from the beginning

2. Long waiting time in the phone or chat queue

3. The issue doesn’t get resolved on the first contact

4. Inappropriate behaviour of customer support representatives

5. Difficult website navigation

How to prevent these mistakes?

If you feel that something is not working as well as you’d like, be sure it‘s not enough to invest in advertising and price cuts. It is essential to avoid mistakes that could cause client dissatisfaction. You still have a chance to attract customers who have negative experience with you back. Even in this situation is customer support necessary.

What to pay attention to and what to improve?

1. Establish a relationship with a client – everyone is special and needs different approach.

2. Say you’re sorry for the arised problem.

3. Communication – always respond to the action of a client, also do respond to the negative reactions and give thanks for warning of malfunction.

4. Availability – for phone support always ensure the presence of the person on the phone, in case of online chat, keep it online and make sure customer do not have to wait in a queue.

5. Do not promise anything you can not guarantee and solve.

6. Listen carefully to the client, try to understand his point of view on the matter.

7. Do not blame co-workers or the company for the customer’s problems.

8. Repeatedly train staff on customer support and always adapt to innovation and new customer requirements.

9. Do not insinuate that the customer caused the problem.

10. Offer solutions.

11. Follow up after issues are resolved – this gives you the opportunity to not only ensure that the previous issue was completely resolved but to forward resolution of any other potential issues.

12. Make an extra step, provide something extra, even if it should be “just” effort.

Remember, great customer support is nothing complicated, you just need to devote sufficient time and attention.

Keep in mind:

Your customer doesn’t care how much you know until they know how much you care.
– Damon Richards

Matej Kukucka

Matej Kukucka

Head of Marketing

I am currently managing marketing efforts here at LiveAgent. I love SaaS products and according to my colleagues I am using too many browser extensions. Outside of my computer I play chess and drink too much coffee.

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