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. Resolving customer service issues has become increasingly important. According to a report from Walker, customer expectations for ease increased from 11% in 2013 to 90% in 2020. Additionally, 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.

Problem-Solving in Customer Service

Problem-solving in customer service is far more than just fixing technical issues or providing step-by-step instructions. It involves a holistic approach that considers the emotional impact of the problem on the customer. This means being prompt, patient, and polite while staying by their side until a solution is found. Problem-solving includes managing customer expectations effectively by saying what consumers want to hear without instilling false hope.

Customers don’t just want a quick solution; they want to feel heard, understood, and valued. For example, according to survey results, only 43% of customers are satisfied with refunds as a resolution. However, Zendesk found that good customer service changes buying behavior for 87% of customers and increases a company’s long-term revenue.

This suggests that customers seek deeper understanding and recognition from customer service representatives and IT pros rather than just monetary compensation. Companies can build stronger customer relationships by training customer service teams to focus on problem-solving aspects in customer communication, improving overall satisfaction levels.

Common Customer Service Challenges

Managing customer expectations is one of the most common challenges for customer service reps. Unhappy customers may have unrealistic expectations for the level of service they should receive or the speed at which you can resolve their issues.

Customer service agents and IT pros must delicately navigate these expectations, finding ways to exceed them without overpromising or underdelivering. Communication is key in managing customer expectations, as clear and honest communication can help set realistic expectations from the beginning.

Another significant challenge in customer service is dealing with irate or difficult customers. It can be emotionally taxing to handle angry individuals venting their frustrations about a product or service. De-escalating tense situations and satisfactory resolutions requires patience, empathy, and problem-solving skills. Customer service representatives must stay calm under pressure and strive to turn negative interactions into positive ones by addressing concerns effectively and professionally. Handling difficult customers tactfully and gracefully is essential for maintaining a high-quality customer service experience.

Improve Customer Loyalty by Addressing Customer Issues Well

Addressing customer issues well is crucial to improving customer loyalty. When encountering problems with a product or service, customers want to feel valued and understood. By effectively managing customer expectations, communicating clearly, and staying calm under pressure, IT pros and customer service reps can enhance the overall customer experience.

Resolve Customer Service Issues and Improve Customer Retention

• 73% of customers expect companies to understand their unique needs and expectations, yet 56% say most companies treat them like numbers. (Salesforce)
• 81% of customers say a positive experience with a company makes them more likely to get another purchase. (Zendesk)
• For 60% of U.S. customers, a positive experience with a brand is more influential than great advertising. (Twillo)

Effective resolution techniques can improve customer satisfaction and potentially increase company profits by turning dissatisfied customers into loyal advocates of your service. Let’s discuss four common issues that differentiate an excellent customer journey.

Don’t Ignore Your Customers

One critical customer service mistake IT pros should avoid is ignoring customer complaints. Exceptional customer service includes addressing complaints promptly and professionally to demonstrate that you value your customers.

Response time matters. For example, 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. Customers see outstanding service in the details. 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. If you need to reach out to another customer support team member due to a complex issue, take the time to assure the customer you understand their concern and apologize for the slow resolution time.

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. It’s also important to acknowledge customer feedback. Remember, frustrated customers want to be heard.  

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 keep happy customers!

While it’s unlikely you’ll fully resolve all customer complaints, turning a negative experience around for some customers is possible. Training that focuses on reducing customer frustration can eliminate poor customer service, provide a positive experience, reduce customer churn, and increase the number of satisfied customers.

What do you want as a customer? Try to put yourself in the other person’s position. Imagine what they want, and then deliver it!

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

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