Mistakes to Avoid and How to Fix Them
You might be brand new to the job. Or you might have been at it for years. Either way, a few basic slips can hurt your work. They show up again and again. The good news is that every one of them is easy to fix. Here are five common ones, along with what to do instead.
Mistake 1: Taking Things Personally
Take Care of Your Mental Well-being
Anger from customers is difficult to handle, but make sure that you are not affected by this.
Your mental health matters. We have all had a bad customer experience, so we know the feeling. And sometimes you just need to vent to someone for a minute. That’s okay.
It’s About the Brand, Not You
Most complaints are aimed at the brand. They were not intended for you. Once you realize this, it will become much easier to focus on the problem at hand. You also feel less defensive. Your job is simple. The only role that you have is that of a guide. Your job is to assist them.
Stay Calm and Speak Clearly
Maintain a composed tone while speaking. Help the customer see that you comprehend their feelings. You could say, “I understand your frustration.” Or you could say, “I hear that this is upsetting.”
Avoid lines like “You’re wrong” or “You misunderstood.” They turn a normal chat into an argument.
A Poor Example
Here is how a call can go badly. A customer says their package was ordered two weeks ago and still hasn’t arrived. They paid extra for fast shipping, and they are not happy.
The agent says, “That’s not our fault. Once we ship it, it’s on the carrier.”
That is to blame, not help. The customer pushes back. “So it’s not your problem? I paid for fast shipping.” The agent repeats, “We sent it out. You’ll have to call the carrier.”
Now the customer is even angrier. They also feel brushed off.
A Better Example
Let’s run the same call again. The customer shares the same complaint. This time the agent says, “That’s really frustrating. When you pay for fast shipping, you expect fast shipping. Let’s check your order and see what’s going on.”
The tone is completely different. The customer feels heard. There is no blame, only a plan to find the answer.
The customer asks, “Do you guys even care?” The agent replies, “I hear you. Let’s get this sorted out right now. I’ll check the tracking details.”
After a quick look, the agent finds a carrier delay. They don’t hide behind it. They offer two options instead. The customer can get a refund for the shipping cost, or an upgrade to priority shipping on their next order.
The customer picks the refund. They add that they wish they had known sooner. The agent says, “That makes sense. I’ll process the refund now. I’ll also email you tracking updates so you’re not left in the dark. Thank you for your patience.”
What to Take From This
In the first call, the agent got defensive, and the customer got angrier. In the second, the agent stayed calm and showed some empathy. They also moved straight to a fix. That one change turned a bad moment into a good experience.
Mistake 2: Not Actively Listening
More Than Hearing Words
Communication isn’t all about hearing the words that a person says. You can sense their tone of voice and emotions as well. At times you even understand something that the client doesn’t say out loud. It’s sort of like being a detective.
Stay in the Moment
Active listening begins with being present in the conversation. Do not plan your next response while the client speaks. Your focus may wander, and then you’ll miss out on something. Next thing you know, you are asking for information that the client already provided.
Use Cues and Paraphrase
Short cues show you are with them. Say things like “I see” or “That makes sense.” Even a quiet “yes” helps.
While it is your turn to speak, you need to make an effort to put into your own words the main point that you have just heard. This also indicates that you have understood what was said.
A Poor Example
Picture a call about a high internet bill. The customer says the bill is much higher than normal. They think they were overcharged.
The agent says, “Your bill is $120 this month, right?” The customer says, “Yes, I just told you that. It’s usually about $80.”
The agent shrugs it off. “Well, if that’s what it says, that’s what it is. Maybe you used more data?” They are just reading the screen and guessing.
The customer asks them to check. The agent says, “You can log in and see your usage.” The customer snaps back. “If I wanted to do that, I wouldn’t have called.”
The agent missed the frustration in the customer’s voice. They also gave no real help.
A Better Example
Now try it with real listening. The customer says the bill looks too high. The agent replies, “I hear you. That wasn’t what you expected. Let me pull up your account and find out why it jumped.”
The customer feels recognized from the very beginning of the sentence.
Then the agent states, “Your bill amount is $120, and you pay $80.” There was an extra charge last month for going over your data limit. Does that ring a bell?”
Didn’t you see that? The sales representative reiterated the crucial figures $120 and $80. This is referred to as paraphrasing. This tells the client that his concerns have not gone unnoticed and also keeps the lines of communication open and consistent on both sides.
The customer says they never saw a warning. The agent answers, “You should have gotten an alert. Let’s check that your notifications are set up properly.”
Next the customer asks how to avoid this later. The agent gives two choices. One is an unlimited data plan. The other is usage alerts. Having a choice gives the customer some control.
The customer takes the alerts. The agent sets them up and promises an email with a bill breakdown. Last, they ask if there is anything else to help with.
What to Take From This
The first agent wasn’t listening, so the call dragged and the customer got more upset. The second agent stayed present. When you next pick up the phone, remember one thing. Listen before speaking.
Mistake 3: Not Asking Questions
Why Questions Matter
You can’t solve a problem you don’t understand. Avoiding the problem might be quicker, but that’s rarely the case. You’re left with frustration for yourself and the customer.
Stay Curious
Customers don’t always explain things well, especially when they’re upset. So the job of guiding the call falls to you. Don’t jump to conclusions. Be curious and ask probing questions. You can also repeat what you heard. A short pause can help too, since it gives the customer room to add more.
Build a Connection
Good questions also build trust. They tell the customer you care about getting it right. And they give you the details you need to fix the problem properly.
A Poor Example
Take a call about an order. The customer says they are having trouble. The agent jumps right in with, “What’s wrong with it?” There is no context and no warm-up.
The customer thinks they got the wrong item. The agent asks what they ordered. The customer says a red backpack, but a blue one arrived.
The agent replies, “So, wrong color.” That is all they take from it. They miss other details and any chance to build a connection.
A Better Example
Let’s try again. The customer says they have a problem with their order. This time the agent says, “I’m sorry to hear that. Can you give me a quick overview of what you ordered?”
That one question gets the customer talking.
The customer explains that they ordered a red backpack last week and think they got the wrong one. The agent asks when the order was placed. The customer says Monday, and it arrived yesterday, but it’s blue.
Then the agent digs a little deeper. “Besides the color, does anything else seem off?” The customer says no, only the color.
Now the agent has the full picture. They say, “Let’s sort this out together. I can check what went wrong and set up a replacement. How does that sound?” The customer says yes.
What to Take From This
The first agent stayed on the surface. The second agent asked a few thoughtful questions and reached the real issue. As a bonus, they built some rapport and offered a fix in the same call.
Mistake 4: Overusing Scripted Responses
A Script Is a Starting Point
Scripts feel safe when you’re new. That is normal. But lean on them too much and you start to sound like a robot. It gets dull fast, for you and for the customer.
People want to talk to a real person who cares. So use the script as a base. Then listen closely and adjust your words to the situation.
Be Yourself
A little small talk helps, especially while you’re doing admin work in the background. It takes the awkwardness out of the silence. It also makes customers more willing to open up.
Just be yourself, within the brand guidelines of course. Aim to be genuine, empathetic and focused on solutions. That is how a stiff call becomes a pleasant one. It is also how you earn better satisfaction scores.
A Poor Example
Imagine a call to flight support. The customer wants to change a reservation. The agent says, “I’m sorry to hear that. Please give me your booking reference number.”
Sticking to the script at the start is fine. The trouble is staying stuck there.
The customer says they don’t have the number. They only want to change the date. The agent just repeats, “I need your booking reference number to help.” They ignore the customer’s frustration and miss the chance to connect.
A Better Example
Now hear a more personal version. The customer wants to change their flight. The agent says, “Happy to help with that. What’s prompting the change?” It’s a friendly way to invite the customer’s story.
The customer says they don’t have the booking number with them. The agent doesn’t panic. “No worries, that happens to everyone. Could you give me your name and the date you booked?”
The agent is still using the script as a guide. But the call feels like a conversation.
While searching, the agent adds a bit of small talk. “How’s the weather treating you over there?” The customer says it’s raining but they’re excited for the trip. The agent answers, “I hope you get some sunshine when you arrive.”
Soon the reservation turns up. The customer picks a new date, and the agent updates it right away. They promise a confirmation email and ask if there is anything else.
What to Take From This
The first agent hid behind the script and missed a real connection. The second agent listened and adapted. They also added a few personal touches, and the whole call felt better.
Mistake 5: Not Knowing Your Products and Services
Keep Learning
This one is big. If you don’t know your products, services or processes well, you will struggle. Don’t be hard on yourself, though. Anyone’s mind can go blank sometimes, new or experienced. Still, you should keep learning and stay up to date.
Be the Expert
Say a customer asks a question and you can’t answer it. Replying “I don’t know” or “I’m not sure” frustrates them. It also makes you look unprepared.
Customers count on you for answers. When you know your material, calls get much easier. So don’t wing it. Spend some time learning what your company offers.
Here is a handy tip. Use your downtime to review what you know. And remember, you aren’t alone. Your coach and your team are there to support you.
A Poor Example
Think about a call to a streaming service. The customer says they want to cancel. The agent says, “I’m not sure how to do that. Maybe check the website?”
The customer is annoyed. They explain that they called because they couldn’t cancel online. The agent suggests trying again later, or offers to put them on hold. In the end, the customer feels unsupported.
A Better Example
Now let’s see the prepared version. The customer asks to cancel. The agent says, “Of course. Can I have the email address on your account?”
They sound confident, and the customer can tell.
Once they find the account, the agent asks, “Before I cancel, is there a reason you’re leaving? It helps us improve.” That keeps the dialogue open and helpful.
The customer says they don’t have time to watch movies anymore. The agent replies, “That makes sense. If the website didn’t let you cancel, I’ll help you through it. Let’s do it now.” They show empathy and take ownership.
Finally, the agent confirms the details. The cancellation will take effect on a set date. All payments have been suspended, and an email confirmation will be sent shortly. The agent seems to be well versed in the process.
What to Take From This
When you know your stuff, customers feel valued. You also feel more confident in your role. So make time to learn your products and processes. You’ve got this.
Final Thoughts on Customer Service Mistakes
None of these customer service mistakes is hard to fix. Do not take any complaints personally. Ask pertinent questions and listen. Consider scripts more as a guide than a crutch.And know your products well. With a bit of practice, tense calls turn into good ones.
