1.

Customers' behavior and feeling

 Hear: Let the customer tell their entire story without interruption.
 Empathize: Convey that you understand how the customer feels.
 Apologize: Even if whatever made them upset isn’t your fault, give a
genuine apology for how the customer feels.
 Resolve: Resolve the issue quickly and, if possible, give employees the
power to solve the issue without escalation. Don’t be afraid to ask the
customer, “What can I do to make this right?”
 Diagnose: Understand why the issue happened without shifting blame;
focus on fixing the process.
2. Not meeting customer expectations
 Collect customer feedback. Whether it’s customer surveys, reviewing chat
logs, or customer interviews, feedback directly from the people who use
your product or service is extremely important when trying to improve the
overall customer experience.
 Focus on the small things. Improving your customer service doesn’t have to
mean overhauling your entire strategy. Make small changes where you can
and take it step by step. It might seem insignificant at first, but small
improvements add up over time.
 Stay one step ahead. At one point in time, a simple chatbot was enough.
Now an omnichannel approach is considered the norm. It’s safe to say this
will continue to evolve over time. The point is, don’t just settle for the
industry standard or good enough. Keep up with the times but keep your
eyes on the horizon too.