Customer service is one of the core building blocks of any organization especially when it comes to generating loyalty for the brand. That is why companies should invest a good amount of resources in minimizing problems in the customer service experience.
We often come across factors that one can use to improve customer service experiences. However, it’s high time that we look into factors that companies should avoid to gain productivity.
This is something companies should learn too since several factors can contribute to the progress of a positive customer service experience is minimized. We can take into account Windstream, one of the leading internet companies in the US.
With exceptional internet services, it ensures that customers get agile and efficient assistance whenever they reach out to its customer service on https://www.localcabledeals.com/windstream/customer-service. That is why it’s one of the most trusted internet companies in terms of customer assistance.
Not all, but we’re going to see some of the factors that it focuses on and mitigates to give customers a reliable customer service experience. So, without further ado, let’s begin:
Wait time is perhaps one of the most frustrating elements of contacting customer service. Most customers don’t bother to contact again if left hanging on the phone for hours. That is why companies need to minimize wait time so that customers can contact them without any hassle.
In doing so, companies can employ more resources, which will reduce the burden on the existing representatives and will entertain more clients. In addition, the company can deploy multiple channels for offering support.
Especially adding self-service options will make it easier to minimize the number of customers contacting support for minor issues. Multiple channels make it easier for the customers to connect with a representative in most cases or even face a minor wait time hassle than before.
A good reason why most customers often complain about customer service experiences is that they don’t feel the representative communicated or understood them well. This results in a poor judgment call from the representative’s end and the customer is left hanging again with its issue.
One way of mitigating this instance is training the representatives to listen and then respond. Listen and comprehend what the customer is saying since in many cases they don’t know how to explain the issue they’re facing.
Once the issue has been identified, ensure to diagnose the cause and implement the exact solution while relaying the process to the customer. In case the issue can’t be resolved right away, the representative should escalate the matter and inform the customer of the timeline.
All of this makes the process seamless since everything is communicated and nothing’s left ambiguous for the customer. However, the company should ensure to work promptly on the issue and resolve it in the given timeline as well as compensate for the losses.
Not Holding Accountable
We just mentioned that the company should work on the given issue once a timeline has been issued to the customers. However, the other aspect of this situation is taking responsibility and accountability.
The first comes when you’re informing the customer that the issue is being looked into and will be resolved within the prescribed time. It’s responsible for the team to act upon it and try to resolve the issue as soon as possible.
The latter comes when the given timeline has passed and the issue persists. In addition to this, the solution provided isn’t effective enough, and creates the same or another issue, ultimately frustrating the customer.
That is why organizations should push their customer service towards accountability to ensure that performances remain unaffected. Moreover, it’ll help address issues efficiently since one would know the consequences of not focusing on the problem.
Companies can indeed use their customer service to promote their services to customers directly. However, this should be done professionally and certainly not with information bombardment.
For starters, a customer comes with an issue, expecting a quick solution. Instead, he gets bombarded with questions and additional information about what should be done, ultimately ruining the experience for him.
What should’ve been done is to evaluate the issue the client was facing, diagnose the issue, offer a quick solution, and then while asking for feedback, offer insights on the latest service. In this manner, the client would’ve taken some time to ponder upon the offer made and given it a thought, and possibly go for it.
That is why companies should train their representatives to conserve information and only relay it to the customers when the entire experience is going positively.
We mentioned how the representative can offer insights on the latest service while acquiring feedback from the customer. That is why feedback and following-up are important, which most customer service experiences lack.
Customers trust brands that communicate and involve them in the process of innovation. It gives them a sense of care and they trust the company with their thoughts and ideas. Not involving customer service in follow-ups is a big mistake that should be mitigated.
Companies should ensure follow-ups as well as generate means for customers to provide their feedback. This way ideas and suggestions for improvement can easily be generated without having to invest too much in R&D.
Although these aren’t all, the abovementioned factors are the ones companies should avoid and mitigate for improving their customer service experience. Doing this will help strengthen the overall performance and give chances for improvement that will help gain more customers and keep the existing ones loyal to the company.