Rep Review: What is the most common misconception about customer service?

Often times, the general public doesn’t see what goes on behind closed doors with relation to customer service. Here at mindStart, we wanted to engage our own customer service representatives who perform outsourced customer support for our startup partners and get unfiltered answers to common questions.

So let’s get to it!

What is the most common misconception about customer service?

• “That the customer is always right. It’s important to treat every customer with respect and actively listen to them, but sometimes they are just wrong. Otherwise, they wouldn’t be calling us. Communicating this in the right way makes all the difference.”
• “That you will be able to help/please every customer that you talk to. Some customers think you have an easy job and they just want to call to voice their frustration. It’s important to hire employees in customer service who understand these things happen and not to take them personally.”
• “That Customer Service is an unrewarding profession. I completely disagree. This might be because I worked in food and beverage or because I see myself as a people pleaser. In any case, I find it very rewarding to help others with tools and resources they themselves do not have. Sometimes I feel like I make a person’s day or even week seem a little brighter. There is plenty of personal reward in that for me.”
• “A common misconception is that customer service is always outsourced overseas, namely India. This isn’t true!”

There are so many benefits to outsourcing, especially for startups and SMBs. These types of companies are always scaling, both up and down, whether it’s due to seasonality, PR coverage, or simply due to the unknown of being a relatively new business. There’s no real way to scale your company if you’re too busy answering repetitive, “Tier 1” inquiries all day when you should be focusing on strategy and growth.

As you can see from our representatives’ responses, mindStart is so much more than a “call center.” 100% based (management and agents alike) in beautiful Austin, TX, one of the top startup hubs in the United States, we specialize in partnering with startups and SMBs due to our ability to scale quickly. Over 90% of our agents have U.S. college degrees, and as you can see, they understand the industry and truly care!