Customer Service - Level 1 & Level 100
What if I say, I have called customer service of a big European Bank several times, I did not reach my representative as a premium client, asked for calling back all the times and nothing happened? That is not acceptable, right?
And what if I say, when I am calling another big retail company, at which I am not even a premium client, and when they are answering the phone they are already knowing, who I am? Plus they are happy to help me and everything is solved with alternatives within 2 minutes? Is it future-proof? Absolutely yes!
The sector does not really matter, but what the difference between the 2 companies is:
I can not talk about the first one in a meaningful way, so I will talk about the second.
Recommended by LinkedIn
What can you do with attitude, if you feel you would be the first mentioned company?
a) Speak with your customer. No, you do not know by heart, what they need. They might need you to know, who they are, when they are calling, but they might would prefer other things. Think about it at loud with your customers. Customers are always willing to give feedback, when you ask.
b) Listen to them. They are saying you need 24/7 customer service? Okay, it can be challenging, if you do not have shifts now. But you can measure, if it is really the case, or based on your data, you only need business hours service.
c) Try mystery shopping with your own company. Sounds crazy? It is not. If you would be your own customer, would your representative's service on phone/in person be enough for you to be willing to buy again from this company?
d) Talk with your customer service representatives. Not just talk, train them! Not every year, but every day. Okay, you think, that you have no budget for that. But do you have it for a good leadership hire? Yes, you have, or you will, when you change your services.
Be the customer service representative who smiles via the phone. And be the company, who is able to hire and train them.
Cover Photo from Pexels.com