It’s a tale of two companies. Both firms realize they made a blunder with their customer service but they’re handling it entirely differently. Company A is proactive, addressing why the customer is upset and working to make sure the problem is permanently resolved; Company B is offering a half-hearted apology, hoping the issue never crops up again.
Nearly all companies, no matter the vertical or size, experience customer service slip-ups from time to time. However, what separates the great companies from the average ones is the ability to use information learned from those mistakes to do better in a similar situation in the future. It could be either minor tweaks or wholesale changes; regardless, adjustments must be made to stay ahead and improve the quality of customer service—and the right call center solutions can give you a road map that helps you reach your goals.
So, how is your company going to learn from its customer service mistakes? Here are some solutions to check out:
- Business Intelligence: By acquiring data, you can begin to learn which customer service strategies work and which shouldn’t make the cut. You can better pinpoint customer needs and improve their overall experiences. For example, InfoCision has a Business Intelligence Group that aggregates customer data obtained via phone, mail and online to help companies improve their target marketing campaigns. With this technology, companies can zero in on those customers who are more likely to buy a product. Business Intelligence also helps generate predictive models to target customers across the country based on their past purchasing behaviors.
- Progress Reports: Quality of customer service can be enhanced greatly by developing progress reports that measure various call center activities and their effectiveness. Using state-of-the-art call center technology, call center managers can monitor agent progress by the numbers, examining customer service rep’s response rates, sales analysis and other statistics, pulling back the curtain on agent problems that must be addressed.
- Multi-Channel Service: Just because your business model worked in the 1980s doesn’t mean that it will be successful in an ever-changing 21st century. You must be open to change and invest in modern solutions. For instance, today’s customers want information quickly and across a variety of communications channels and may grow frustrated if their preferred method of contact is unavailable. Therefore, today’s call centers are having to increasingly invest in multi-channel contact center solutions to ensure they can communicate with customers via text, live chat and email in addition to phone.
We are told our entire lives that crying over spilled milk is pointless and, although it’s a cliché, it happens to be accurate—particularly in business. Mistakes happen, but the real damage often comes when customers recognize the same slip-ups occurring repeatedly. If your company is courteous and professional in resolving a problem the first time, customers often forgive and forget. But the second time, they may choose to leave you forever.
Want to start fixing your customer service mistakes? Click here today to begin course correcting.