Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.They were the center of the market and there was always a demand for their product.Lack of a toll-free number, unreliable free chat widget and no dedicated people to answer the question. When this moment comes, the company opens up for customers.
Whenever they approach you, it is totally up to you whether that affection for the product you sell is sustained or does it simply go “puff”, and it’s gone!
There are things about customer service that most of the businesses already know: support agents should be helpful, polite, show appreciation, respect and value the customers.
At this moment however, in the so-called “New Economy” or information economy, everything turned around and markets became customer-oriented.
Product life-cycles keep getting shorter, demand for products is unpredictable and wide customization options made consumers masters of the situation.
The question is: why doesn’t it always look like that?
Why are the customers put on hold, even though over 50% of them hang up and 34% never call again?
However, when it is managed improperly, it can also cause a lot of trouble.
According to White House Office of Consumer Affairs, satisfied customers share their experience with 4-6 people, while a dissatisfied customers tell 9-15 people about their negative experience.
Markets and audiences’ size determine support tools.
Smaller businesses start slow and usually without paying much attention to details such as customer service – website design, search engine optimization and advertisement tend to be more important than email address or phone number clearly visible on the website. Fortunately, this sad picture changes over time when business owners realize they need to care about much more than just sales and financial results.
How often do you come back to your favorite pubs or restaurants, where a waitress or a bartender know your name, favorite dish or drink?