Having assessed over 3 million people and evaluated hundreds of organisations, we know a little something about the most common pitfalls and costly customer service mistakes.

We list our top tips to help you avoid them:

• Never ignore customer complaints, especially if they are all saying similar things. Complaints identify flaws in the customer journey and must be resolved sooner rather than later.
  

• If you think training is expensive, try running a business with untrained and unskilled workers. Then you’ll understand the true meaning of expensive.
  

• Frontline workers are there to help your customers, listen to them and deliver what they need. They are the eyes and ears of your #customer’s experience.
  

• The human touch. Despite the evolution of technology, customers want, need and desire the human connection when buying from you. Don’t replace a person with an automated voice. Use technology as a tool to support your customer experience, not to replace it.
  

• Listen, listen and then listen some more. Your customers and employees are your most valuable assets. Embrace their feedback, encourage it, act on it and develop long-term strategies to deliver what they want, when they want it and how they’d like it packaged.