Impact of outsourcing on customer serviceIn growing numbers, companies are outsourcing their customer service needs and depending on technology to be the "end all" for all of their customer service needs. When customers call a company today, rather than speaking directly with a customer service agent they are directed through a series of prompts to get automated answers to get questions. Often, getting to a "human" is so frustrating that by the time customers are able to reach a person, they are already frustrated.
Quality service to all customers must be the standard. Providing quality service means developing customer loyalty. It often means new streams of business. New streams of business are created when a customer feels they have been treated well, that their needs are met and they will likely share their story about your company with another person.
While technology is available as a tool, there is really little that it does to help keeps customers happy. Technology should be one of the tools that is used to keep your customers needs filled, but there must be quick, efficient ways for all customers to exit an automated system and reach a person if they are having difficulty using an automated system.
Customer bill of rightsWhile it is true that many businesses take the approach that the customer is always right, this is not always true. There are however, some basic rights that all customers should be entitled to.
- Accuracy - When a customer calls inquiring about their account the information they are presented with should always be accurate.
- Benefit - Make sure that your customer understands the benefits of working with your company to resolve problems.
- Courtesy - Customers should always be treated with courtesy. Everyone has the right to be treated with courtesy.
- Dignity - Just because a customers problem may seem insignificant to a customer service agent, they are not insignificant to the customer.
Making sure that customers are happy is the secret to developing a strong reputation for every business. A strong reputation means that the business is more likely continue to thrive even in difficult economic times. Making a commitment today to providing customers with great customer service means that customers may be more loyal. Sharing your belief with everyone in your company that great customer service must be the standard should promote an air of cooperation and help promote customer and employee loyalty.
Image credit By Tomwsulcer (Own work) [CC0], via Wikimedia Commons