Is it right to believe that customer service mistakes are normal?

Alistair Roque Published on August 6, 2014

Is-it-right-to-believe-that-customer-service-mistakes-are-normal--Open-Access-BPO
Customer service is one business function that requires a lot of hard work and strategic thinking for it to become exceptional. But no matter how hard you or your outsourced call center in the Philippines try, mistakes will always come. Even if you rigorously train your customer service representatives every now and then, they will always encounter difficulties in assisting your customers.

Is-it-right-to-believe-that-customer-service-mistakes-are-normal--Open-Access-BPO-_

It’s easy to become frustrated because of customer service problems. Since customer service is the biggest contributing factor to customer retention, it’s sometimes hard to accept that it is also human. But this human factor is why mistakes are normal. Nobody’s perfect, and neither are your people.

The good news is, even if customer service can never be perfect, you always have the opportunity to use the power of hindsight. Meaning, you can always look back and study these unfortunate experiences and make something out of them. Mistakes have root causes that can be identified, prevented, and even eliminated from your organization.

Maintaining a positive attitude when facing customer service mistakes, although difficult, is a must for business owners and managers. Here are three reminders that can help you have a more positive outlook despite knowing that mistakes normally take place:

1. Mistakes should be expected

It’s useless to keep on believing that everything will go perfectly. Anticipating mistakes allows you to become proactive because doing so will make you more prepared once they actually take place. There’s a difference between thinking that you will fail soon and thinking of possible solutions to prepare for it. The latter is the right mindset that you need in dealing with customer service mistakes.

2. Mistakes may take time to make sense

There can be possibilities of you getting blindsided by looking at a mistake without paying attention to its surrounding elements. You taught your employees everything, so it doesn’t make sense why they still commit mistakes, right? The truth is, most customer service mistakes take time and processing for them to be of value to your business. It’s fine to be carried away by the crunch time, but make sure that you go back and evaluate your experiences and learn something from them afterward.

3. Even the best companies commit mistakes

Is-it-right-to-believe-that-customer-service-mistakes-are-normal--Open-Access-BPO-_-

Since customer service is significantly human, interactions are unpredictable and may sometimes end up in a negative light. Even the most successful businesses have customer service nightmares to share. What you should keep in mind is that customer demands will always vary. Some of them will exceed the limitations of your resources. Just like what other successful brands do, you must also learn how to pick up yourself after a fall and come out as a stronger organization.

Mistakes will always be part of your business experience. Failure is something that you can regulate, but never take full control of. But what’s important is that you can control how you react to the mistakes that you make. And this is why customer service mistakes provide you with multiple opportunities to become wiser in managing your resources and providing excellent support to your customers.

Join us on facebook
Open Access BPO 2 days ago
The Davao leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 over the weekend was a celebration of what lies ahead: a shared vision of unforgettable moments and a reflection of our collective drive to succeed in every challenge 2025 has in store.

Thank you to everyone who joined us at the Acacia Hotel Davao for an evening of inspiration and celebration. Here's to a year of new opportunities and achievements!

Let's take a look back at last weekend's party.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 3 days ago
Customers trust and engage more with reliable, knowledgeable, and clear communicators.

That's why businesses need #CallCenters that constantly refine their communication strategies and have #CustomerExperience experts to heighten customer trust.

Avoid these weak expressions that can undermine your team's effectiveness: https://buff.ly/4hhfyLc

----------
For exceptional #CustomerSupport delivered by a trusted #CX expert, contact us today: https://buff.ly/3Q3mnEb

#WeSpeakYourLanguage
#CustomerService #CSAT
#outsourcing #CustomerSatisfaction
Open Access BPO 3 days ago
Is miscommunication costing you customers?
Join us as we break down 4 common customer communication styles and how your team can adapt.

Boost customer engagement and resolve issues faster! Read more: https://buff.ly/42DDbZR

----------
At Open Access BPO, we go beyond basic support to proactively address your customer concerns.

Contact us for a winning customer service strategy: https://buff.ly/3EoMcfv

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CustomerSupport #CSat #CX
Open Access BPO 3 days ago
The Manila leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 last weekend proved a resounding success.

The event, featuring exceptional dining, beverages, entertainment, and a record-breaking raffle pool, served as an opportunity to recognize and celebrate the people instrumental to our ongoing growth.

We extend our sincere gratitude to all who participated in this, our first major event of the year.

Let's relive the free-spiritedness we had shown during the event.

To more exciting adventures!
#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 4 days ago
Projecting empathy and providing effective solutions are parts of the business language that will prove crucial to your #CustomerService.

There's so much to understand about harnessing language to ensure your customers not only hear you, but truly feel heard.

Learn more about how it can make or break your #CustomerExperience goals: https://buff.ly/40XwvV8

----------
Open Access BPO's agents are meticulously trained to go above and beyond, ensuring seamless and positive experience for every customer.

Get in touch with us today take your business to new heights with our #outsourcing solutions: https://buff.ly/3EppX99

#WeSpeakYourLanguage
#CustomerSupport #CustomerCare
Open Access BPO 7 days ago
Efficiency and immediate customer responses are key to elevating the #CustomerExperience.
But how many of us underestimate the impact of missed support calls on repeat sales, brand reputation, and overall #CustomerSatisfaction?

Want to learn more about the hidden costs of missed calls?
Check out our blog post to see how it all connects: https://buff.ly/4aDlrQf

----------
Outsourcing to a #CallCenter is a valuable strategy, but only the most competent firms can truly partner with you to grow your customer base and business.

Contact us today to speak with our #CX experts: https://buff.ly/3WBFEAk

#WeSpeakYourLanguage
#CX #CSat #CustomerSupport