Failure to take Case Ownership: (Example: A customer contacted support and support agent handled the case and the issue was
not completely resolved & addressed but still, the case was CLOSED by the
Agent. Whenever a case is not completely resolved it shouldn’t be closed
without the permission of the customer as its set’s wrong perspective towards
the customer support department and can impact brand image as well.

Being incomprehensible: (Example: While handling the case customer is
explaining the issue exactly the way it should be, and the customer support agent is unable to understand the question may due to many reasons like lack of
product knowledge, lack of probing, etc.

Providing incorrect or insufficient information: (Example: Providing
incorrect & insufficient information: Here the customer
contacted the support team to know about why his computer mouse is not working? so
instead of providing a correction solution to upgrade the mouse driver, the customer support agent asked him to contact the replacement team which was an
incorrect & insufficient information.

Not being courteous or good at listening: (Example: Customer was very
angry as well as emotional because despite making the internet service
provider’s payment his account was blocked and he requested for a refund
for the utilized time. In this instance, the customer support agent
just told the customer that I am activating the account as you paid the bill
already and for refund contact the billing department. In this case, the customer support Agent failed to apologies and was not courteous while dealing
with the client because he lacked listening to the customer.

Unable to communicate the Next steps: (Example: Here the customer
contacted the support team to troubleshoot why his mouse is not working? and customer support agent guided him to upgrade the mouse and in turn customer
told him he will upgrade later in the day. So, the customer support agent ended the
conversation without giving additional information about contacting the replacement
team if the upgrade doesn’t work, so he didn’t communicate the next steps which
are important. The impact of this is % of repeat calls will be increased and it
has a direct correlation with Customer Support Cost.

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