Whats changing in Customer Service? The top 5 new things that customers want.
We all know that good customer service is paramount to growing a business and increasing profitability. What many managers are failing to realize, however, is that rapid changes in technology have lead to equally rapid changes in the delivery of quality customer service.
In addition to the basics we all have heard time and again, there are five new areas of customer service that should be addressed to keep customers happy.
What do customers say?
1) Preserve me from auto-attendant hell! Customers are becoming increasingly annoyed and frustrated with having to sift through a multitude of options and press numerous buttons only to be told that the desired service is only available through the companys website. Worse is when the auto-attendant uses voice recognition but doesnt recognize your voice.
Its understandable that companies want to reduce costs by using attendants and, theres no question that these are valuable tools. Yet, people want to connect with human beings; they dont want to listen to a long list of prompts especially not if they are having a...