‘Easy to do business with’. I’m sure we’ve all frustratedly held the phone listening to a robotic voice informing us that “your call is important to us but we are experiencing heavy traffic at the moment. Please consider using our website at..”.
Do you ever wonder how many people are manning the phones at their call centre?
A successful connection is still no guarantee of success.
“I’m just going to pass you to my colleague who will deal with your query”.
If you are in a customer-facing role do you know how easy you are to do business with? Have you ever experienced your own customer service?
I recommend that sales people regularly sit in customer service to experience firsthand the issues faced by customers. This allows salespeople to anticipate problems and deal with them before they occur.
Why not ‘mystery shop’ customer service to really understand what it’s like to deal with your company?
It’s not spying. It’s looking for opportunities to improve your service to customers. They will thank you for it.
Take customer service team members regularly to customers. Build relationships and rapport. Only good things will come from these interactions.
Customers have choices. People are ‘time poor’ and don’t want lengthy interactions with suppliers. They are juggling busy lives and are you throwing them another ball?