Five Common Customer Service Pain Points to Avoid
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Not Listening and Forcing Customers to Repeat Themselves
Forrester has found that customers "want to be able to start a conversation on one touchpoint or channel and continue it on another without having to repeat themselves." After experiencing customer backlash due to poor customer service, mobile payment company Square created more avenues for customers to engage the company, such as social accounts and online forums.
Solution: Remember that knowledge is power. If you collect a customer's information in a click-to-call widget, automated system or on a website, ensure that information is known and available to the agent ahead of the conversation so the customer isn't forced to repeat himself.
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.
Related Topics : A Big Market for Big Data Jobs, Midmarket CIO, IT Management Automation, SharePoint, Technology Markets
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