Critical Customer Service Mistakes for IT Pros to Avoid (Includes Video)

As IT pros, CIOs, and managed service providers, delivering top-notch customer service is essential to the success of your career or business. However, certain customer service mistakes can damage your reputation and drive away customers. In this post, you’ll learn critical customer service mistakes for IT pros to avoid in IT customer service.

Don’t Ignore Your Customers

One critical customer service mistake for IT pros to avoid is ignoring customer complaints. Address complaints promptly and professionally to demonstrate that you value your customers. I recently visited a Starbucks for a latte. There were no other customers in the store and the two people behind the counter ignored me while they talked and joked with each other about personal issues. The problem with that is their actions said that their personal conversation was more important than the customer standing in front of them. Never ignore your customers.

Communicate with Your Customers

Another mistake is bad or no communication. Keep customers informed of changes or updates to their service, and explain technical jargon in understandable terms. When customers don’t hear from you, they make up their own stories about what’s going on and it’s rarely good.

Set Realistic Expectations

Next, avoid overpromising and underdelivering. Be realistic about what you can and cannot do for your customers, and set reasonable expectations.

Follow Up with Your Customers

Finally, remember to follow up with your customers. A simple email or phone call goes a long way in showing your commitment to providing excellent customer service.

Remember These Critical Customer Service Mistakes for IT Pros to Avoid

Never ignore your customers, communicate with them so they know what’s going on, set realistic expectations, and follow up regularly to ensure their needs are being met. That’s how you avoid keep happy customers!

What are common mistakes you’ve noticed in customer service? Let us know in the comments below.

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