Customer Service: Debunking Myths, Separating Fact and Fiction

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Effective customer service is every successful business’ secret sauce. While product quality and price are still high on the list, an “effective customer service” protocol is now considered a key differentiator among today’s customers.

According to Hubspot:

  • 68% of consumers are prepared to spend extra for goods or services if they get excellent customer service; while
  • 93% of consumers are inclined to make repeat purchases from firms that provide exceptional customer service.


These numbers are quite significant and yet many businesses fail in this area, causing clients to leave and seek other opportunities. Worse, many businesses operate under false beliefs that tend to generalize rather than target their target market’s needs. Here’s what everyone in customer service should know.  Let’s debunk the five biggest customer service myths!


MYTH #1: “The fewer complaints, the better.”

Few client complaints are not necessarily a good thing; —  it might potentially be a warning sign. A mere 4% of disgruntled consumers will voice out their grievances. 13% of those disgruntled consumers will tell at least 15 others about their unfavorable experiences.

When it comes to leaving your customers happy, you can never be too sure.  Get feedback as much as you can. If they have any concerns, you should respond right away. Complaints suggest an issue with your client service. Complaints should be seen as opportunities for improvement. By listening to consumer problems, you may make the necessary changes to avoid future complaints.

Encourage your consumers to provide feedback. Ensure prompt and efficient complaint resolution. Fewer calls equate to decreased income for your firm. Customer complaints indicate that your customers are genuinely utilizing your goods. If no one complains, it may indicate that they intend to switch to a rival.


MYTH #2:  “Satisfied customers are loyal customers.”

Satisfaction and loyalty are not the same thing.  That’s the sad reality.

Customer satisfaction may not necessarily lead to brand loyalty. They will remain loyal to your brand if you consistently provide excellent customer service. If you don’t, they’re likely to search for that “consistent” experience elsewhere.  Loyal customers expect that you go the extra mile. Exceed their expectations.

Customer happiness does not necessarily result in customer loyalty. According to a survey conducted by Bain & Company, between 65% and 85% of consumers who switched brands reported being “satisfied” or “very satisfied” and yet these very same “satisfied” customers still abandoned their previous brand.

The key here is to aim for repeat purchases. Go beyond just satisfying expectations and search for what really inspires individuals to remain. Enhance your consumer experience and brand loyalty will follow.


MYTH #3:  “Artificial intelligence (AI) will replace humans in customer support”

 Artificial intelligence has enabled firms to automate customer service while allowing humans to concentrate on their main responsibilities. But this doesn’t imply that AI will soon replace people in customer service. True, customers may now use technology to take the self-service route to resolve their own issues. But even with this feature, customer care will still need the assistance of living, breathing operators.

Why so? Customers still prefer to communicate with someone who they can engage with. One-third of customer service engagements continue to need human help. Humans are still required to guarantee successful implementation. Work becomes more efficient when humans and AI collaborate. Humans create the experience, while AI implements it.


MYTH #4: “Customers are more concerned with price than service.”

 This shouldn’t come as a surprise. Pricing is no longer a major purchasing consideration. Rather, customers now rely on their whole experience with a company.  Prioritize the consumer experience.  Firms that prioritize the customer experience are 60% more lucrative than those who do not. Customers are eager to spend extra if they feel appreciated. Customers prioritize excellent service over inexpensive pricing.


MYTH #5: “All customers want the same thing.”

Each consumer is unique and will have various requirements. When it comes to customer service, “one size fits all” does not apply. Don’t treat a younger consumer the same way you would an older one. Learn how to approach your demographic according to their cultural practices, if any.  Be proactive rather than reactive.

Companies that fail to adapt to their customers’ requirements risk losing their loyalty. Consider the diverse demands of your consumers and tailor your solutions appropriately. Offering solutions tailored to their specific demands is an excellent method to establish trust. The one-size-fits-all strategy is no longer appropriate for today’s new generation of clients.

Ensuring client satisfaction puts you on the right track to enhancing customer loyalty.

Talk to us.

cxperts is a global provider of multichannel demand generation and customer engagement services.  We have presence onshore, nearshore, and offshore in the USA, the Philippines, Colombia, Guatemala, and soon, Mexico and South Africa.

We partner with companies to help provide exceptional customer care that builds brand loyalty through our brick-and-mortar centers and work-from-home models leveraging top resources from the areas where we operate.

cxperts is an omnichannel customer experience (CX) provider that delivers exceptional CX for brands of all sizes.  Our contact center solutions cover all facets of customer experience and business process outsourcing, from customer care, white glove services, and technical support to sales, collections, and back office.

Within our modern contact centers in the Philippines, Guatemala, and Colombia, we provide sustainable, life-changing careers to hundreds of cxperts around the world.  On top of that, our work-at-home solutions give brands the flexibility to benefit from a limitless pool of exceptional talent.