The customer is king!
The customer is always right!
These phrases have been drilled into all of us since time immemorial. A happy customer is more loyal, less likely to move to competitors, and more likely to refer you to their friends and family. And the converse is also true. With the virality of social media, bad customer service interactions can spread like wildfire and put a major dent on the reputation of a business.
So why is it that so many businesses today still fail at their customer support? We find that most times, the difference between a positive and negative experience comes down to the actual interaction between the customer and agent.
Here’s a list of the most common mistakes that customer support agents make, and how to do them better.