It’s an unfortunate fact that no matter how effective your business is at what it does, you will likely be judged more for your customer service. This is just due to the fact that customer service representatives are the main way people will interact with your company. But what this does mean is customer service mistakes your representatives make can have serious repercussions for your company and its image. This makes it worthwhile to see whether these mistakes are being made, and to check out ways to solve them.
No Immediate Response
If a customer doesn’t get a response right away when they call of some sort, then they will become frustrated. If there’s a wait time the customer needs to know right away so they can decide whether to stick around or not. If you don’t have either an employee or an automated message greeting people right away, then the customer will assume that your company doesn’t know what it’s doing, and they will become angry even before they even talk to a representative.
Long Wait Times
One rubric that customers always use to judge customer service is how long the wait times are. If the customer has to wait 30 or 40 minutes or longer just to see a representative, then they will often decide that the company isn’t worth very much just based on that.
Badly Trained Representatives
If you don’t train your employees well enough, then you can’t expect them to do a good job when interacting with customers. This is an area that really can’t be skimped on at all. It’s important to make sure representatives know exactly how to use the computer in a quick fashion for the tasks they’ve been asked to accomplish. It’s also important that they know to never try to argue with or win arguments with a customer. No matter what, all this ever accomplishes is making the organization look bad.
Failure to Listen to Customer Response
There are a lot of statistics out there about customer service, and many of them tell the same story. It’s important that if customers are leaving complains about the service on a regular basis that something be done about it. This could be a specific complaint regarding a particular individual, or something more general like wait times. The important thing is to keep an eye out and stay responsive.
Of course, at this point you might be wondering what you can possibly do about all of this. After all, you have so much to do as it is that you can’t always spend all of your time on customer service. You can spend some, yes, but it’s not very practical to focus too much on this when you have to balance your books, and generally get down to the business of doing what your company does.
One solution many people are turning to these days involves a telephone answering service. After all, outsourcing the customer service entirely will free up your employees and yourself to do what you’re good at, namely running your business.