Posted by Pamela Swift in Customer Service
Article Contributed by Abhishek Jain
We all do know and are aware of the fact that how difficult it is for the business organizations to stay ahead of their competitors when it comes to customer service trends. Consumers continue to demand a change and evolve unless and until your organization continues to stay current and the customers move ahead without even noticing you. Given below are the 6 major common misconceptions the business organizations generally believe about customer service this 2016.
If your customer has been complaining then give them something for free: A free card or product is not always the answer to your question. You would here need to find out and know what has made your customer upset and then correct the issue accordingly. Sometimes ensuring the root problem has been resolved and would not occur again is enough to please your customer back again.
Marketing would here own all aspects of customer relationship: When a customer reaches out to a call centre support, chances are a marketer does not have the answer for questions on your phone. If relationships are truly a focus for a company there must be a training across the board in order to educate and instil those relationships building considerations for everyone in the company.
Customers do not want to speak to the call centre agents anymore: Although customers could self-serve through online support that does not eliminate the need to have live agents. In a research study conducted by Gartner predicted that one third of the customer interactions would still require a support of human intermediary in 2017.
Customer complaints are a bad thing: On a first read this is something that would definitely sound to be strange. However one of the benefits of the real time insight is to hear what your customers have been saying and think of your products and services. And in occasion this would come in the form of complaints. Complaints are one valuable opportunities provided to the business organizations to learn and know what you could do better.
Making the service fast and speedy without even worrying about anything else: This is something that hold some truth. Customers are the one who want to resolve their issues quickly and easily. We would here definitely not want to deal with agents who are slow as molasses, and you do also don’t want them to rush through your service. The last thing you could do here is to feel like another number taking time that is generally required to do the right job.
Fewer calls means giving better customer service and experience to customers: Fewer complaints would here mean large pool of silent and unhappy customers. Unless and until you interact with all your clients and customers in order to find out what the real problem is, you aren’t able to respond or make improvements in the products and services you have been dealing with.
Focussing on positive customer relationship: Really?? Positive comments would not much about your business, but whereas the negative comments would tell you the most about your business helping you understand why your customers have been upset and find out the different ways you could improve them while dealing with them next time.
These are some of the myths business organizations generally believe when it comes to customer service in a BPO industry, and I am sure that there are more to come up yet. So if you have tips, advices and cautionary tales we would love to hear them in the comments below.
About the Author
Abhishek Jain has over 10 years of experience within the BPO Industry and Finance and Accounting outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains.