Customer is arguably the backbone of a strong brand. Poor customer services reflect bad reviews, churn, and decline in sales. Customer service campaigns often fail because they fail to connect the gap between two paradigms: The customer and the business.
Losing the Human Touch – Over Automation
There are many reasons why companies adopt the concept of automation. It is cost-effective, organized, and saves time (most of the time, this applies to the campaign side). When you remove “free-will”, it becomes frustrating for the customer. Don’t make them push the buttons when they don’t want to. If they want to speak directly to a customer service representative, just let them do so. Giving them the freedom to choose is a lot better than giving them offers & coupons. They’ll appreciate it more when there is respect of choices at the beginning of the transaction.
Reactive Rather Than Being Proactive
Oftentimes, we focus so much on solving the problem without double-checking whether we have provided a temporary or permanent fix. Most companies try to mask the problem with promo codes as if good reviews can be bought. Most customer service campaigns fail to touch the root cause of the issue. They may have solved the problem, but they failed to uncover the underlying cause of the issue.
Overly Used CSR Scripts
Customer service is a skill. Companies who are looking into building a strong brand should invest in CSR training making sure that their staff are well-trained. Instead of just letting CSR read scripts, teach them to listen. Work on their comprehension. Inspire them by sending them to boat rental Amsterdam as a form of incentive.
Focusing on the Wrong Aspects of Quality Monitoring
Customer service staff often get confused because of their metrics. They have to provide quality service yet they have to maintain good AHT (average handling time). Focusing on the wrong aspects of quality monitoring leads to confusion, resentment among the staff, and failing to correct the mistakes that matter. Quality monitoring should support the goal of the campaign. Remove unnecessary lines, so everyone can focus on the things that affect the quality of your service.