Captivating LinkedIn Discussion Customer Service Experts Need to Read

In this recent fascinating LinkedIn discussion found in the “Customer Service Champions” group, Shaun Belding asks what people think the most common mistake made in customer service is. I think this is a very thought-provoking topic. Those who took part in the discussion had a variety of opinions about what is considered a more common mistake, and what isn’t, along with what is more important to focus on.

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According to Kent Klink the most common mistake people make is failing to understand the problem from the customer’s point of view. Making sure the customer feels valued and understood is very important in building a relationship. Amy Kays agrees, she expresses that not making every customer’s call equally important is the biggest mistake an agent can make.

In addition, many people think that the most common and biggest mistake customer service representatives make is not listening.  Debra Fisher states that not being attentive is a crucial mistake, and Chichi C agrees, saying that pretending to pay attention to the customer while actually doing something else can be very detrimental.  There are so many mistakes agents can make when talking to a customer, and something we can all learn from this interesting discussion is to check ourselves each time and make sure we’re not lacking empathy. Simply failing to thank the customer for their business is another costly error according to Michelle Hansen.

I thoroughly enjoyed hearing your feedback and look forward to future discussions in the future!



Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.