Great customer support is a core component of a great customer experience. On the contrary, bad customer service can inhibit the growth of a business and ruin its reputation. So, how can you ensure that you’re providing high-quality services to your clientele?
It’s worth revisiting your current practices so you can evaluate them. This way, you can assess your performance, find your mistakes, and enhance your strengths.
Here are the top eight mistakes that frustrate customers the most.
1. Rude agents
Call center reps are employed to provide high-quality services. And while everyone has bad days, they must keep their emotions in check so as not to trigger customers’ annoyance or anger. They must remember to always do their best because they represent a brand’s name and identity.
To ensure that agents adhere to your guidelines, you should exercise call monitoring. This way, you can provide agents the guidance and coaching they need to improve their performance.
2. Long on-hold times
These days, customers want their issues to be resolved as quickly as possible. Putting them on hold for extended periods is thus not advisable. As much as possible, aim to attend to each customer as soon as you can. You may put them on hold only when necessary, such as when you’re trying to find solutions to their problems or when you have to consult your team leader or colleagues regarding their issues.
3. Unknowledgeable and unskilled agents
Customers can tell when agents don’t really know what they’re talking about. Thus, arm your agents with the product and service knowledge they need through customer support training. Also, enhance their problem-solving skills so they can quickly come up with effective solutions to issues. Moreover, they should be well-informed about the tech tools in your call center so they can fully utilize them.
4. Asking to repeat customer information
Customers don’t like being asked for the same information repeatedly. They expect brands to remember their details—their names, profile information, previous transactions, and others. A customer relationship management (CRM) software is valuable here, collecting and storing customer information. This way, agents can extract and view the data they need to help a customer out.
During calls, however, agents should listen attentively to the callers so they can easily retain and recall the information being exchanged during the conversation.
5. Call transfers
Call transfers may occur when customers are routed to the wrong department, when they want to speak to a manager, or when agents are unable to deal with their situation. These can irritate clients and delay conflict resolution. To avoid this, empower your agents and teach them to address queries themselves. You can do this through proper training and providing constructive feedback to your employees. Helping them develop their critical thinking skills, aside from their product knowledge, is also a must.
6. Scripted conversations
Scripts guide agents on what must be said during conversations. However, if they closely follow the script every time, they risk sounding robotic and unsympathetic. Customers want to converse with agents who know what they are doing, but at the same time, can convey sincerity and build rapport. Instead of prescribing scripts, teach agents to communicate effectively and make sure they’re familiar with your customer interaction policies.
7. Repeated calls for one problem
It’s frustrating for clients to keep contacting your call center just to resolve one problem. They expect brands to provide high-quality customer support, and this means you have to resolve customers’ concerns as quickly as possible.
Aiming for first call resolution can help you fulfill this expectation. This can only be achieved by having your employees undergo well-developed training and mentoring programs.
8. Lack of follow-ups
In case issues cannot be addressed in one call, agents must take the initiative to follow up on their clients and update them. You must establish strict policies regarding this. Otherwise, failing to follow up on your customers may convey that you’re not committed to providing them a high-quality customer experience.