A huge generalisation but why is customer service not where it should be today (particularly when it comes to big organisations and call centres)?

5 common mistakes made time after time:

1. Lack of empathy.
→ Not understanding customer’s feelings or perspectives.

Do this instead
↳ • Practice active listening.
• Show genuine interest in their concerns.

2. Ignoring feedback and not listening.
→ Not considering customer’s suggestions or complaints.

Do this instead
↳ • Regularly review customer feedback.
• Implement necessary changes accordingly.

3. Poor communication.
→ Not conveying information clearly and effectively.

Do this instead
↳ • Use simple, understandable language.
• Ensure your message is concise and clear.

4. Inconsistency in service.
→ Varying levels of service quality.

Do this instead
↳ • Maintain a consistent service standard.
• Regularly train your team.

5. Neglecting follow-ups.
→ Not checking back with customers post-service.

Do this instead
↳ • Regularly touch base with customers.
• Ask for their feedback on the service.

How are you ensuring top-level customer service in your organisation?