When your customers buy an important product from you, they
trust your company will support them after the sale.
In many companies, this trust is being violated. Customers
are experiencing customer service failures and translate these
experiences into your company saying:
- "You've already bought. Now our priority is getting more new
- "You want service? Go figure it out on the Web or wait on
hold for one of our poorly trained customer service
Per my company's research findings, the damage from poor
Customer Service Call Centre experiences is serious. Here's how.
- Sharply reduced willingness to buy from the company: 86.3%
- Negative perception of the company: 98.9%
- Sharply reduced likelihood to recommend the company to
Poor Customer Service is Not Company or Industry Specific
Companies spanning all industries and sizes are hurting their
company image and credibility with their customers due to poor
customer care experiences.
In fact, in one of our recent studies about the impact of poor
Customer Service Call Centers, we discovered that two-thirds
(66%) of professionals rated their recent Customer Service Call
Centre experiences as negative or neutral. Only 34% report
positive experiences with Customer Service Call Centers.
This alarming statistic demonstrates the strong need for
companies to focus on customer service, if they want to keep
customers and grow their business. The first step in improving
and re-engineering your Customer Service Call Center, is to know
exactly what customers want.
Top 7 Customer Service Improvements Your Customers Are Begging
1. Issues resolved in a single call by one customer service
representative who speaks clearly, understands their needs and
has access to customer records quickly.
2. Customer-friendly experiences including an easy-to-use
menu with a minimum of clutter to quickly reach a
3. The ability to call back the same rep, should the need
4. Don't out-source customer care centers. In our recent
research we discovered that most professionals (98%) report a
negative to neutral impact when Customer Service Call Centers
are located offshore or outsourced in the United States.
5. Adequately trained representatives who know how to
actually solve customer problems, and who will provide customers
with a case number they can use for credit if they do not
receive great service.
6. Rapid access to a live person from a company with
sufficient staff so customers are not on hold for more than five
7. The ability to speak to a highly-qualified supervisor
quickly if the customer problem is not resolved in an efficient
Here Are 3 More Tips to Help You Improve Your Customer Service
Do not view customer service centers as cost centers.
These are revenue-generating centers. In your rush to cut
costs, you must consider the financial ramifications of losing
customers due to poor post-sales experiences. Positive customer
service call center experiences solidify relationships between
your customers and your company resulting in more future sales.
Do not cut back on training, quality control procedures and
investments in Customer Service Call Centers.
The damage from poor customer service call center experiences
have significant impact on repeat purchase likelihood and
willingness to recommend the company
Personally check your Customer Service Call Center to see if
it's up to your standards.
Take note on the amount of time it takes to get a live person
or just to navigate the phone tree. Experience the frustration
of talking to someone who is not a native speaker. Ask questions
that are not in your pre-made scripts and experience the
irritation you get when you talk to someone who is not familiar
with the product or service they are selling.
By improving their customer service call centers using these
guidelines, one of our clients, Golden Rule Insurance improved
their sales conversions by 88%. You can expect to achieve this
magnitude of increases to your bottom line as well when you
follow these proven customer service call center techniques.
About the Author
Andrea Kalli is a Certified Internet Marketing Virtual
Assistant who she specializes in social media optimization. Her
company, Andrea Kalli Virtual Trainer and Assistant, LLC offers
a wide variety of business services to help increase organic
search rankings through brand awareness and community building