Five Common Customer Service Pain Points to Avoid

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Forcing Customers to Wait on Hold

Research shows that a one-minute hold time is all it takes for a customer to hang up and abandon their customer service request. Consumers' lives are too busy to be placed on hold and they expect immediate results. Unfortunately, many businesses still haven't grasped the concept and force customers to endure long wait times while being told their business is valued.

Solution: Adopt a "callback first" approach to customer service, where callers can hang up and receive a callback when an agent is available, instead of waiting on the line. Statistics show that 81 percent of consumers are most satisfied when speaking to a live agent and 63 percent prefer a callback option. Callback is an inexpensive and effective alternative, improving productivity and cost-savings for companies, while building on the customer service experience.

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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