In
this age of instant gratification, the company that can give
customers what they want in the fastest and most accurate way
possible will lord over the competition. Today’s customers are
accustomed to greater options and control, and if you can’t give
them what they want, you run the risk of losing their business, not
to mention destroy your reputation when they spread the word about
you. When it comes to customer service, here are three issues you
need to avoid like the plague:
Interactive
voice response
People
in general hate talking to an automated voice. They want to speak to
a real live agent, not an annoying phone menu. Lengthy instructions
are hard to follow, let alone navigate.
Lengthy
hold times
Lengthy
hold times can push away even your most loyal customers. According to
research, American consumers have wasted 60 million hours on hold.
With the average American’s lifespan at 683.806 hours, that’s
like losing 88 lives!
Being
transferred to another agent
It
can be utterly frustrating to get transferred to another agent and be
asked to repeat information all over again. Customers want fast and
efficient service and it takes only one unpleasant customer service
call for them to take their business elsewhere.
Outsourcing
your company’s customer service functions to a reliable call center
is an ideal way to deal with these issues. Talk to an expert to learn
what these centers offer and how they can help you grow your company.
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