Want to build a reputation for providing outstanding customer service? One helpful strategy is to find out what others are doing wrong and learn from their mistakes. After all, good customer service is available to anyone who needs it, no matter where they are.
But poor or lacking call services can quickly damage an otherwise successful brand that provides value in its industry.
Mistake #1: Refusing to Take Customers’ Needs Seriously
Remember when Amazon penalized a customer who inadvertently ordered an item that resulted in a more than $7,000 delivery charge? Well, a lot of people do, since it made national news. The company worked to rectify the problem, but the story still lives in infamy. And most businesses don’t have the resources of Amazon to rebound from such a mistake.
Never forget how easy it is for a solid reputation to be damaged by one negative experience with a customer representative. Customers have long memories when it comes to negative interactions with businesses – as well as positive ones. Companies that understand this and may not have the bandwidth to handle their customer service needs will instead partner with a center known for its exceptional training in this area.
Mistake #2: Endless Call Waiting – Taking Too Long to Respond to an Inbound Call
You don’t need to guess how much customers hate being on hold endlessly. Multiple studies show that being on hold is a particular pet peeve for American consumers. This is how long various groups of respondents have said they will wait on the other end:
- About 4% – as long as it takes
- Less than 28% said one minute
- About a third refuse to wait
In short, certain organizations are simply better off outsourcing their communication needs to a call center that can handle the ebb and flow of their inbound calls. The beauty of this hybrid system is that the service can handle spillover calls – including at off hours when call volumes are unpredictable or your office is closed.
Mistake #3: Failing to Invest in Call Center Services That Hire Exceptional Agents
A University of Chicago professor of operations management who has studied call service models noticed an all-too-common mistake among companies: investing millions of dollars in new products and services without a call center set up sufficiently to manage the ensuing customer response.
The success of all of the things you’ve invested in will be closely tied to public perception and the consumer’s experience with your brand. People can benefit from a broad range of benefits that can be handled by a highly qualified team of remote agents:
- Fast response to questions and concerns
- An empathetic voice on the other end
- An agent trained to give callers the information they need
- Reps who will go above and beyond to get answers
- Workers who know what follow-up questions to ask
Customer Service Solutions: How a Remote Call Center Saves Businesses Time, Money and Resources
Lighthouse Enterprises hires from a community of passionate professionals who take pride in the excellent customer service solutions they provide. Having created an excellent work environment with ongoing training for all of our agents, we can also boast a historically low turnover rate.
How did we build such a good reputation in the communities we serve? By providing a range of services successfully for decades. Our areas of expertise include but are not limited to:
- Billing and payment assistance
- Appointment scheduling and reminders
- Registration and verification
- 24/7 customer support
- Medical hotlines and triage
Best of all, our customer service solutions can be tailored to whatever the client’s needs are so you only pay for what you truly require.
Contact Lighthouse Enterprises to start addressing your gaps in customer service and getting superior inbound and outbound call services today!