Customer service is the backbone of a successful business. It could be the difference between good reviews and repeat customers, and word getting around about negative customer experiences and people avoiding your business altogether.
Given that customer service is so important, it is valuable to know some of the most common customer service mistakes. Customer service experts lent their expertise to Business News Daily and shared how to avoid them.
The mistakes
1. Over-automation
Just because it can be automated does not meant it should be, and it also does not mean the automation will automatically translate into cost savings.
Don’t automate just because you can. Avoid erasing all personalization and direct contact with the customer. When possible, provide a variety of different communication modes, as some customers prefer online chat while others want to talk to a person over the phone.
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