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

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

Alistair Roque Published on August 6, 2014

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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.

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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

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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.

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#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

๐—ฆ๐—ฎ๐˜ƒ๐—ฒ ๐—ฎ ๐—Ÿ๐—ถ๐—ณ๐—ฒ ๐—•๐—น๐—ผ๐—ผ๐—ฑ ๐——๐—ฟ๐—ถ๐˜ƒ๐—ฒ ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฎ
September 28 | 10:00 AM - 3:00 PM PST
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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
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Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

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Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

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