Providing False or Inaccurate Information
When a customer calls customer service, they're looking for expert advice. Nothing's worse than an agent who doesn't know how to handle a specific question properly. Even worse is an agent who tries to compensate for their lack of knowhow by providing incorrect information. When an agent leaves a customer with inaccurate expectations, they're creating additional problems that will only heighten the customer's dissatisfaction and can tamper with the brand's reputation.
Solution: Create a service culture where agents feel comfortable and supported in taking the time to find the correct solution, if one isn't top of mind. Additionally, representatives need to feel as though they can offer the assistance of someone who is more knowledgeable about a specific question and transfer the call to a supervisor.