Excellent customer service is a vital part of any successful business, and seen as a good indicator of how much a company values customers' business.
Not Listening and Forcing Customers to Repeat Themselves
Forrester has found that customers "want to be able to start a conversation on one touchpoint or channel and continue it on another without having to repeat themselves." After experiencing customer backlash due to poor customer service, mobile payment company Square created more avenues for customers to engage the company, such as social accounts and online forums.
Solution: Remember that knowledge is power. If you collect a customer's information in a click-to-call widget, automated system or on a website, ensure that information is known and available to the agent ahead of the conversation so the customer isn't forced to repeat himself.