5 Customer support slip-ups that make clients think you don't care

Faith Ocampo Published on January 13, 2017

bored call agent representaive

What may seem like a trivial mishap is enough to make customers think you don’t care.

Customer experience matters now more than ever. It’s not just a business strategy, it has become brands’ primary selling point—the most important factor that sets them apart from their competitors.
Perfecting customer interactions has thus risen to the top of business leaders’ priority list. This, however, may seem like an unrealistic goal. Somewhere along the way, your support reps may commit some mistakes. These lapses may look negligible at first, but if not corrected, they could smear your brand’s image.
Here are five customer support mistakes that can make people think that you don’t care about them.
 

1.     Failing to call them back

impatient businessman waiting for phone call in dark

When call center agents tell customers they’d get back in touch, make sure they’d fulfill the promise. For customers, nothing could be more disappointing than a brand that makes no effort to stick to their word. If you make this mistake, customers may abandon your brand without you even knowing.

To prevent this from happening, advise your customer service reps to keep track of the follow-up interactions they schedule. Encourage them to set an alert via their desktop or other gadgets. You may choose from plenty of free and low-cost apps for this.

 

2.     Talking in a robotic tone

bored call center agent with energetic coworkers

Personalization is a crucial component of great customer experiences. This means agents must always talk to clients in an engaging, warm, and natural manner regardless of the communication platform being used. They must also be able to listen attentively to customers and empathize with them.

However, because of burnout from routine tasks, many call center agents end up using a monotonous tone when talking to customers. This gives people the feeling that the agent on the other end of the line isn’t interested in what they have to say.

 

3.     Not calling them by their name

disappointed customer service agent looking listless

Calling people by their first name grabs their attention and makes them feel special. When customer support reps use a caller’s name while talking to them, it shows that they genuinely care and that they’re paying attention to the interaction.

Using a customer’s name also helps lighten the mood during conversations. This makes it easier for brand reps and customers to build a good relationship. On the contrary, forgetting a customer’s name, or not using it enough, can diminish the quality of interactions. It may give customers the impression that a call center agent is distant and uncaring.

 

4.     Forgetting to apologize

disgruntled female on the phone

Indeed, ego has no place in the field of support. Brands should always prioritize a customer’s emotions and ensure that they’re able to make the most out of their purchases.

Apologizing is one of the best ways to show customers that you’re empathizing with them and that you’re accepting responsibility for your shortcomings. Thus, customer service reps must be prepared to apologize when necessary.

Along with the apology, be sure to assure customers that you’re doing all you can to fix the situation.

 

5.     Ignoring messages

worried man waiting for phone call

Most businesses are constantly struggling to stay on top of the volume of social media comments, chats, and emails they receive daily. This is why many of them outsource to call centers that can handle these duties. When you leave incoming messages unanswered, you may lose opportunities to sell a product or build meaningful customer relations.

 
 

Join us on facebook
Open Access BPO 18 hours ago
Open Access BPO 20 hours ago
Open Access BPO 3 days ago
We're stepping into the future.

The next chapter of Open Access BPO is almost here.

Be part of it.
Open Access BPO 6 days ago
Over the years, you've known us as a trusted BPO partner. Now, we're stepping into the next chapter, just beneath the surface.

Fresh, thoughtful, and ready for what's ahead.

Be there to see what’s next.
Open Access BPO 41 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

𝗔 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝘄𝗲𝗮𝘁𝗵𝗲𝗿𝘀 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻𝘀 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝗮𝗱𝗮𝗽𝘁𝘀 𝗮𝗻𝗱 𝗲𝗺𝗲𝗿𝗴𝗲𝘀 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿.

❓ How do you future-proof your business in an unpredictable market?
❓ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shift—connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility
Open Access BPO 56 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

——————————
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety