Many modern businesses, while successful in their daily endeavors, lack a high quality, reliable customer service department. Most companies look at customer support as a costly expense and not as a revenue generator. For them, it is all about solving the problem of tickets as economically as possible (sadly), which implies under-resourced, and under-paid customer support agents. In case you’re wondering why these agents aren’t too nice, chances are they are underpaid and have been dealing with hundreds of annoyed people on a daily basis.
Anyone could get prickly if you’re dealing with such mental stress throughout the day. Moreover, unluckily, many business leaders, and their companies, are not thinking about building a brand, so thus they don’t care about how every conversation is managed. For a lot of companies, for instance, wireless internet service providers, where you’re locked in a contract, regardless of their performance and customer support, so there isn’t great value in making their customers love them.
On those lines, it’s pretty hard to show the commercial value of proposing top-notch customer support. Therefore, if business leaders aren’t seeing the ROI in the numbers, they won’t invest in that department. However, we do see Spectrum Wisconsin and some other ISPs on LocalCableDeals are providing exceptionally good customer service and can be contacted on various platforms round the clock. It is in reality a lot tougher to provide excellent customer support than it sounds, particularly for technology companies. This is partly due to the training and partially due to aptitude. Let’s get to the reasons where ISPs need to work and invest:
Various big companies have grown through acquisition and/or have untrained teams. As an end result, gathering all the information to train the customer service reps could be very testing. Frequently, each organization within a company will be asked to provide their training or create the training materials. There are basically three things that the CS reps must learn. Firstly, what is this product about, what are the questions that circulate it, and what could be done to resolve them and provide the solution? Secondly, how do I troubleshoot any problem? What steps should I follow or the questions should be asked to comprehend what problem the customer is undergoing? Thirdly, how should the CS reps treat the customer? And what is the objective of this communication with the customer? Once you have mastered these processes, document them within your human resources training solutions.
Product Knowledge: If the training resources are not sufficient, that understandably can cause problems. Eventually, however, companies nonetheless try to keep their workforce up-to-date about product knowledge. The bigger complications arise with the second and third matters.
Troubleshooting: Troubleshooting is a very significant skill, however, most companies assume that if customer support reps learn about the product they’ll be able to identify the problems. Getting a consumer to give vital information can be problematic at times. Learning the skill on how to get the right information from a customer without annoying them is to some degree that requires more training on focusing, but a lot of businesses leave it out completely.
So let’s assume that a company builds an incredible training program. Then why does the customer support experience is still not up to the par? Taking to the time to refine your support services can transform the customer experience for your entire organization.
Employees are costly. Operating call centers with specialists who actually have technical experience and speak excellent English can be extremely expensive. As an outcome, lots of call centers are being outsourced and are operating in Asia and the Philippines, and the people who work there may not have the essential educational background to recognize some of the technical notions they are being requested to deal with. At times language skills become a hindrance. Occasionally cultural norms can cause concern when something that is considered acceptable in one culture is viewed as extremely rude in another.
Every company is different and the companies that have the best customer service are those that view the customer support department and investing in it as a new profitable growth opportunity that they want to spend money on. With the rest, it really varies. Sometimes you’ll talk to a long term rep who really knows the product and is helpful. Sometimes you’ll get the urge to bang your head against the wall within the first few minutes. My advice: ask to talk to their manager and then their manager’s manager and so on. The higher up the food chain, the more like the person has actual experience and, more importantly, the power to do something about your problem.