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In the world of customer service, we cannot afford to be ignorant to the mistakes that cost us business. One seemingly innocent mistake can affect our bottom line in drastic ways. This is especially true if it is a mistake that is being repeated by our workers over and over. Usually, this is the case. If we have one worker making one mistake over and over again, it can cause irreparable damage over the long term if not corrected. Fortunately, with some due diligence, we can overcome the vast majority of customer service mistakes by simply paying attention and training our workers. Here are five of the most common mistakes made in customer service that we should look out for.

Not Listening

Of all the mistakes that we make in business, not listening to our customers would have to be near the top. Whether we are processing a return, handling a complaint or simply trying to make a sale, listening closely to our customers is the most vital skill that our employees must learn. Not hearing what the customer is trying to accomplish or acquire means lost sales and a poor customer experience.

Being Rude or Short

There is absolutely no excuse for taking out a bad day on customer. If we have someone as the face of our business at the front counter or on the sales floor, they simply must be kind and considerate. Putting someone in front of our customers that is not considered a people person is a huge mistake. Our customers deserve to have the absolute best customer experience, and that means happy people helping them at all times.

Not Understanding Our Product

Another very common customer service mistake involves our knowledge of what we’re selling. If we do not fully understand the product or service that we are offering to the buying public, how can we possibly expect that they will be happy with it? For example, if we sell computers yet know nothing of how they work, then how are we possibly going to explain all of the great features that it might have? Unless that customer happens to be a computer expert, they will end up not enjoying the product to the fullest. This will reflect badly on us as a company.

Not Knowing When to Escalate the Problem

Some problems are best handled by upper management. It is very important that our frontline customer service representatives understands what types of problems fit this criteria. This can only be accomplished by training and experience. This generally will mean that you need to spend plenty of time on the sales floor with your employees explaining when you should be contacted. Management should be on the floor anyway from time to time so that they can show the proper way to do things.

Improper Follow Through

Another common customer service problem involves not following through after the customer has left the store. If we make a promise to do something for a customer, our business has to have the utmost integrity and follow through. There are a great many businesses out there that will be more than willing to point out our shortcomings, and failing to keep a promise is a prime example of giving the competition bullets for the gun. If we make a promise to a customer in any way shape or form, then absolutely nothing should stop us from delivering on that promise. This includes situations where we’d lose money in the short term. Over time, our good name will make up any lost profits.

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