Customers are angry, but not at you. Here’s why.
Ina a Clickfox study, customers say this is what burns them up about Service:
- Having to explain their situation repeatedly to get the help they need
- Dealing with rude or inexperienced service professionals, and
- Being on hold for long periods of time, and
- Malfunctioning self-service options
Here are the top ways to avoid putting customers through their worst frustrations:
- Give reps more tools. Make sure reps can reach broadly to resolve issues. The more knowledge they have at their fingertips – via intranet, in-house experts on call or knowledge of comprehensive databases – the less likely they’ll have to pass customers onto someone else.
- Hire for attitude, train for aptitude. Happy people make others happy.
- Promote self service and train customers how to use it. Tell them about your options often and offer to walk them through it so it won’t fail them.
