What behavior should agents avoid during customer interactions?

Interrupting the customer and making assumptions is a behavior that agents should avoid during customer interactions because it can lead to misunderstandings and frustrate the customer. When an agent interrupts, it disrupts the flow of communication and can make the customer feel undervalued or unheard. This behavior also prevents the agent from fully understanding the customer's needs and concerns, which is crucial for effective problem resolution.

Making assumptions about what the customer wants or needs without allowing them to express their thoughts can lead to incorrect conclusions and inadequate service. This may further exacerbate the customer's frustration, as it may appear that the agent is not taking the time to truly listen or understand the customer's situation. In contrast, appropriate behaviors such as active listening, empathizing, and asking clarifying questions foster a supportive interaction that can enhance customer satisfaction and build trust.