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10 Customer Service Mistakes to Avoid and How to Fix Them

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Let’s face it, customer service can make or break your business. Yet, even the best brands slip up. Here’s a rundown of the top 10 customer service blunders and how to whip your team back into shape.


1. Ignoring Customers

Oh, you think ignoring your customers is cute? Think again. Ignoring inquiries, whether on social media, email, or phone, sends the message that you just don’t care.

Fix: Prioritize response time. Set up automated replies to acknowledge inquiries and train your team to respond within a set timeframe.


2. Being Overly Scripted

“Thank you for your inquiry, please hold while we transfer you.” Ugh, robotic much? Customers want to feel heard, not herded.

Fix: Empower your team to be authentic. Scripts should be guides, not shackles. Encourage personalized interactions.

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3. Lack of Empathy

Ever been told “That’s not our policy”? Infuriating, right? Policies are not a shield to hide behind when customers need understanding.

Fix: Train your staff to actively listen and empathize. Sometimes, bending the rules a little goes a long way in building loyalty.


4. No Follow-Up

Dropping the ball after a service interaction? Big no-no. It screams, “We don’t really care if your issue was resolved.”

Fix: Implement a follow-up process. Whether it’s a call or an email, ensure the customer knows you care about their satisfaction.


5. Poor Product Knowledge

“Uh, I’m not sure, let me check…” Nothing kills confidence like a clueless representative.

Fix: Regular training sessions and knowledge-sharing practices ensure your team is always up to speed on products and services.


6. Being Unapproachable

Grumpy cat got nothing on a sour-faced customer service rep. A bad attitude can sour even the most patient customer.

Fix: Hire for attitude, train for skill. Ensure your team understands the importance of a friendly demeanor.



7. Long Wait Times

No one enjoys being on hold for eternity. Customers have better things to do than listen to elevator music on repeat.

Fix: Analyze peak times and optimize staffing. Implement a callback option or chatbots to manage simple queries.


8. Failing to Apologize

“Mistakes were made.” Yeah, but whose? Dodging responsibility is a surefire way to lose customer trust.

Fix: Own up to mistakes. A sincere apology followed by a resolution plan works wonders in restoring customer faith.


9. Inconsistent Service

Nothing like rolling the dice on service quality! Customers expect consistency, not a lottery of outcomes.

Fix: Standardize procedures and ensure all team members are trained to deliver the same high-quality service.


10. Overpromising and Underdelivering

Big promises that fall flat? Major disappointment. Overpromising is a shortcut to dissatisfied customers.

Fix: Manage expectations. Be clear about what you can deliver and always strive to exceed those expectations.


In conclusion, avoiding these customer service mistakes is about more than just damage control; it’s about creating memorable, positive experiences. If you need help in making sure to avoid these mistakes, we are here for you.

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