The Top-Five Customer-Service Mistakes Companies Make (and How to Avoid Them)

Dennis Snow
April 15, 2010 | COMMENTS

I've recently put together a white paper entitled “The Top-Five Customer-Service Mistakes Companies Make, and How Your Organization Can Avoid Them.” The mistakes addressed come from working with and observing hundreds of organizations, large and small, and noting these issues seem to come up again and again.

For each of the five issues addressed I've offered approaches for avoiding the mistake, or for making course corrections if things have gotten off track.

The five customer service mistakes are:

1. Not clearly defining what the customer experience is supposed to be.
2. Designing processes for the company's convenience, not the customer's.
3. Hiring the wrong people.
4. Not making customer service a significant part of new-hire orientation as well as ongoing training.
5. Tolerating poor service performance from employees at any level within the organization.

Download the white paper at Top Five Customer Service Mistakes. Be sure and let me know if you have any problems with the download.

Please forward this post to anyone you feel might benefit from the information provided in the white paper. I would welcome any feedback, pro or con, you might have based on what you read. Most of all, I hope the information helps you and your organization in delivering the best possible customer service.

Dennis Snow is the founder of Snow & Associates. Read his blog at www.dennissnowblog.com.