9 Customer Service Mistakes That Could Be Hurting Your Business
1. Lack of Active Listening
It’s not just about hearing the words. Customers want to feel understood. When team members jump to fix without fully listening, they miss what’s really going on.
How to Apply:
Train your team to ‘Listen to Understand’ your customers. This means pausing before responding. Teach reflective listening skills, such as paraphrasing what the customer said to confirm understanding. This slows things down and builds trust fast.
2. Over-Reliance on Scripts
Scripts can ensure consistency, but excessive use can seem robotic, and no customer wants to feel as if they’re talking to a machine.
How to Apply:
Provide your team with flexibility within a structured framework. Equip them with key phrases but encourage natural tone and emotional responsiveness to personalise each interaction.
3. Failure to Follow Up
Following up after an issue is not optional; it’s crucial. Silence after a complaint sends one message: we don’t care.
How to Apply:
Create a simple follow-up process, such as a check-in email or a quick call, 48 hours after resolution. Make it part of your customer experience standards.
4. Low Emotional Intelligence During High-Stress Situations
When tensions rise, empathy is the first casualty. However, it is precisely what is needed the most during such times.
How to Apply:
Invest in emotional intelligence training. Help your team recognise emotional triggers, regulate their response, and stay calm under pressure. Improved self-awareness leads to better decision-making in service.
5. Disregarding Customer Feedback
If you collect feedback but don’t act on it, you’re sending a message: we hear you, but we’re not listening.
How to Apply:
Create visible feedback loops. Communicate changes based on customer feedback. Use team meetings to review patterns and celebrate improvements.
6. Treating Complaints as Problems Instead of Opportunities
Complaints aren’t a nuisance; they provide valuable insights. They reveal what matters most to your customers.
How to Apply:
Reframe complaints in your culture. Encourage your team to view them as opportunities for learning and regularly incorporate customer issues into team reviews and service strategies.
7. Lack of Accountability
When customers hear “That’s not my department,” they feel like a burden, and no one wants to feel like they are being passed around.
How to Apply:
Encourage team members to take ownership of outcomes. Even if a team member can’t solve the issue, they can take responsibility for seeing it through or ensuring the handover is warm and informed.
8. Focusing on Speed Over Quality
Speed isn’t always the best approach. Rushing through a call to hit a target may save time, but it will cost you the customer.
How to Apply:
Balance efficiency with empathy. Review KPIs to ensure they don’t compromise quality. Encourage your team to take the necessary time to leave a lasting, positive impression.
9. Forgetting the Person Behind the Transaction
In the rush of tasks, it’s easy to forget there’s a person on the other end, someone who might be frustrated, stressed, or simply in need of a kind word.
How to Apply:
Make empathy part of your service DNA. Use names, personalise conversations, and find small ways to demonstrate to customers that they matter, not only to your brand but also to the individual assisting them.
Final Words
Customer service with integrity and emotional intelligence is not about being flawless; it’s about being human. Every interaction is a chance to leave someone feeling seen, valued, and respected.
In today’s market, providing this level of customer service is not only important; it’s also a smart and sustainable business strategy.
Ready to strengthen your customer service from the inside out?
I work with service-led organisations to build emotionally intelligent, high-performing teams that put connection at the heart of the customer experience.
Let’s talk about what’s possible.
Please call me on 020 8337 5937 or send an email to gary@garymorgan.coach
Please find out more about my Customer Service training here.
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