Customer Experience News & Trends

What’s keeping customer service leaders awake at night

Customer service leaders lose sleep at night because of challenges at work every day. But here’s what’s keeping them up most.

Many customer service leaders feel there are some communication gaps between them, customers and their company executives, a recent ASQ study found.

When asked to name their top challenges in Customer Service, they said:

  • managing expectations (29%)
  • communicating with customers (20%)
  • educating customers about products and services (16%)
  • providing timely help (13%), and
  • training and retaining good staff (12%)

What makes these issues worse is that just 4% of leaders said their companies consider investing in customer service initiatives a top priority. So when many bring their concerns to the powers that be, they’re met with an unwillingness to support change or resources, the ASQ study found.

Help in all areas

Tips to help with each of those top issues:

  • Manage expectations. Solicit more complaints. Some companies fear that a rise in the number of complaints is just a sign that customers aren’t happy. Truth is, when customers complain it’s usually because they care about your company and want to give you another chance to meet their expectations. Survey more. Have customer-facing employees ask at the end of conversations, “Is there anything else I could’ve done to meet your expectations today?” Then use the responses to refine and improve your processes.
  • Communicate with customers. Customers will be more responsive to your communication if you do it in the channel they prefer. It may take time to sort through, but it will be worth it in the end. Pay attention to and track how customers contact you most. Use that same channel to relay important information to them. Even better, send your communication at the same time or on the same days they tend to contact you.
  • Educate customers. Customers will absorb and understand information much more effectively if it’s arranged in bullet points. Also, use the same language they use when referring to your products or services. Offer them several ways to access information on your products and services — i.e., YouTube videos, links to user tips, online manuals, 800-numbers with access to experts, etc.
  • Help in a timely fashion. Proper workforce management will ensure you have enough people available to help customers when they need it — whether it’s via chat, phone or email.
  • Train and retain good help. Competitive or above-average pay, good benefits and workplace perks will get great employees in the door. A fair, fun and challenging environment led by managers who care will keep them there. Opportunities to train in a variety of areas and grow professional will also ensure employee loyalty.

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