The Most Common Mistakes Made on Support Calls

As a business owner, it is important to provide a streamlined, friendly, and effective support service so that you can wow your clients with exceptional care and service. Unfortunately, too many support services are held back by frequent mistakes by phone operators. These mistakes can add to customer aggravation or irritation. Let’s take a look at a few of the most common mistakes to avoid.

Passing the Buck

One of the most common mistakes made on a support call is having the caller feel as though they are being passed around. For example, some customers may call a company about a product only to get continually transferred from department to department without ever receiving any help. What should happen instead is that the employee answering the phone should be equipped to take the caller’s questions or concerns. They should be able to either resolve the issues themselves or effectively route them to the specific department or individual the customer needs. This will help make the customer feel that your support service is well managed and effective at helping anyone in need. 

You’re Unapologetic

Another big mistake occurs when people answering calls are unapologetic. When customers call in upset, a company can give them a refund or offer them another product for free, but a personal apology can go a long way in terms of retention and customer satisfaction. In fact, when one is given to the customer, satisfaction for a company is shown to double, according to a study by the Carey School of Business at Arizona State University, reported in a Groove discussion of customer service mistakes.

You’re Unavailable

By having support staff ready to handle any caller’s question promptly and effectively, you can ensure that your organization leaves customers satisfied with support services. However, if your support staff is unavailable for long periods of time, then customers will quickly get frustrated. Even if you place a customer on hold, they should not be kept there for too long. The quicker you can have someone respond to a customer, the easier it will be on everyone.
 
At A Personal Answering Service, we can help make sure that your customers’ calls are handled professionally and accurately with our answering services and customer support services. To learn more about our services, call us today at 800-477-9103!