Five Common Customer Service Pain Points to Avoid
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Having Disconnected or Hard to Navigate Channels
Forrester data shows that 55 percent of U.S. adults are likely to abandon their online purchase if they can't find a quick solution. Some businesses try to distance themselves from customers while others just fail to connect. The IRS literally failed to connect with callers this past tax season. Both situations provide customers with a reason to turn to the competition.
Solution: Provide customers with the ability to contact customer service via a variety of channels. Customers should be able to pick up where they left off on one channel and continue the conversation on another. For example, while online forums are becoming the status quo, not all business has abandoned the traditional 1-800 numbers. Not to mention, customer service contact information needs to be readily accessible and easy to find.
No matter the industry, excellent customer service is a vital part of any successful business. Research shows 76 percent of Americans believe customer service is the best indicator of how much a company values their business. Fifty-five percent of people have stopped using a service due to poor service interactions.
Yet, customer service snafus continue to plague businesses. Starbucks served up the latest example of a company forced to apologize for poor customer service after an employee blew her lid.
There is no perfect formula for creating superior customer service, given the many variables involved, but there are a few common mistakes businesses should recognize and avoid.
With this in mind, CALLPROMISE co-founder Mike Oristian provides a list of five common mistakes and solutions that customer service managers would be wise to consider.
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