Front

Failure to acknowledge or address the emotions shared by clients during interactions

Back

Correct Flow:
Agents should acknowledge the client’s emotions by offering sincere apologies if it was their fault or showing empathy when a difficult experience is shared.

Front

Not properly using proper case when addressing the client’s name

Back

Correct Flow:
Always use proper capitalization for client names (e.g., “John Doe” instead of “john doe”). This demonstrates professionalism and respect in communication.

Front

Not properly following the hold procedure

Back

Correct Flow:
Always follow the hold procedure by informing the client before placing them on hold, providing a clear reason, and thanking them after they wait. Ensure hold times are only 2-3 minutes minimal and provide updates if extended.

Front

Not providing an ETA when a follow-up was offered

Back

Correct Flow:
Always provide a clear estimated time of resolution or follow-up when offering to get back to the client. This sets the right expectations and demonstrates accountability. If no exact ETA is available, offer a reasonable timeframe (e.g., “We’ll update you within 24-48 hours”).

Front

Grammatical errors in communication

Back

Correct Flow:
Ensure all messages are free of grammatical errors to maintain professionalism. Use tools like Intercom AI’s rephrase option or Grammarly to proofread and refine messages before sending them to clients. Always double-check for clarity and accuracy.