Today, we’ll address some of the misconceptions in customer service!
Here at TeleRep, we take pride in training our new call center workers to meet and exceed even the highest expectations our clients might have. A successful agent needs many skills, but chief among them is outstanding customer service. Throughout our decades of business, we have encountered numerous myths about what constitutes good service. Today, we’ll address some of these misconceptions in customer service!
Speed is Most Important
It’s undeniably true that, in the digital age, people’s attention spans are shorter than ever before. As a rule of thumb, people generally prefer things to proceed more quickly. However, our customers understand that they should not prioritize speed if it compromises excellent customer service.
One of the advantages that a live agent has over automation is providing customers with a personalized experience. It’s hard to squeeze even a little personalization into a rushed phone call. While our agents are aware that time is of the essence, they also recognize that it isn’t everything.
Live Agents aren’t in Demand
Building on our previous point, our workers understand the importance of speaking with a live agent for our customers. While a little bit of automation can be acceptable or even preferable in certain circumstances, connecting with an actual human on the other end of the line is important. This is especially true in a world where teleworking is the norm; a little bit of human interaction, even if it’s with a call center agent, can go a long way.
If a Customer Doesn’t Complain, They’re Satisfied
Whatever field you work in, you may have heard it before: a silent customer is a happy customer. Here at TeleRep, this is something we strive to challenge. Just because a customer isn’t actively voicing their unhappiness doesn’t mean they’re completely satisfied with your product or service.
It’s notoriously difficult to gauge just how satisfied your customers actually are. But our agents are adept at intuiting when customers are unhappy, and fixing what ails them—even when it isn’t obvious.
You Should Never Put Customers on Hold
Another enduring misconception in customer service is that customers should never be put on hold. This is a good rule of thumb. But, like every rule of thumb, it is ultimately an oversimplification.
Rather than avoiding putting customers on hold altogether, our call center workers know that it’s okay to do so as a last resort. It’s better to put a customer on hold momentarily so that you can research the correct answer to their question than to give them the wrong answer.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.