When customers have bad service experience with any business, they do not just fret about it but most of them intend to spread bad words of mouth about their experience to vent out their anger. In an online survey, it has been revealed that 57% of dissatisfied customers spout off to family and friends about their bad experience, whereas, more than 32% of customers immediately stop doing business with the company that aggrieved them. Other than those, several customers take to social media to show their ire to let other potential customers know about their bad experience.
Business experts say that entrepreneurs should not sit around and wait for a bad customer experience to happen and THEN react. They must know about the customer support disasters, beforehand, so that they can do something for it.
Delayed Response or Long Holds
Nowadays, everyone is busy and in a hurry, so, customers not at all like it, when they are put on hold for excessively long time or there is a delay in response. They call customer support representatives, expecting answers to their queries right away, and waiting on the line is such a pain. However, when we analyze it from business perspective, we find that there is nothing that customer support representatives can do but to put them on hold, especially during peak hours. Experts suggest shortening the hold time as much as possible and if it is inevitable to put them on hold longer than a minute, inform the customer. It will give customers the liberty to choose between whether they want to wait or want to call back later. Another feasible option is to offer customers, live chat support on your website so that they can get assistance on real time basis.
Explaining the Same Issue to Multiple Agents
Most of the customers state that having to explain the same issue over and over again to multiple agents is a major and very frustrating aspect of customer service. As they expect that the first agent they speak to will resolve their issue. Therefore, it is enough to irate them, when they are told that another person will handle their issue. Things get worse when customers will have to repeat the same issue after already explaining it to a previous agent. To avoid this, empower your every customer support agent to resolve customer’s issue at the first hand. However, if it is inevitable to transfer call between departments, before transferring, make sure you have told other agent, the customer’s reason for calling and immediately offer apology to customer for waiting.
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Dealing with Inexperienced Customer Support Staff
In the very first go, customers want solution to their queries and it puts them off, if they have to call again, because you could not provide them viable solution in the first contact. Train your agents for every situation, as it is good to resolve the issue in the first go but if the issue will take time or need follow ups, you should inform the customer at the initial stage and explain as well about what will happen during the support process.
Customers reject companies offering bad customer service as they do not tolerate receiving poor support from their favorite company. Identifying the above-mentioned pointers can help you alleviate the annoyance of your customers and help providing a much satisfying customer experience.