However, if the customer’s situation is more complex, or doesn’t fit the system parameters, there should be an option to send them to a live person who can listen to and help resolve the issue. Imagine the level of frustration the customer will have if they can’t get their point across to an automated attendant, and they can’t get to a human. The initial problem may have been relatively small. The handling of that problem could expand the level of dissatisfaction with your company and lead to the customer leaving you for your competition. We shouldn’t underestimate the importance of our customer’s experience with our company. Something as simple as contact information being hard to locate on a company website can cause someone to seek an alternative source. While it can be difficult to prepare for every possibility it is easy to listenwhen customers talk. SOAR TO SUCCESS / Core Business Strategies If you are lucky enough to have a customer tell you about their bad experience, take it seriously. Consider what they are actually telling you. Think outside of your process because they are trying to tell you the process is broken. And empower your people to think outside the process. Imagine how frustrating it is for a customer who can’t get resolution to their issue and can’t get their point across towhoever theyaredealingwith. Themost dangerous is if their only connection is a chatbot or auto attendant. These programs aren’t set up to deal with out of the norm comments or issues. No problemwill be resolved this way. The best way to ensure a positive customer experience is to walk their path and to listen to them when they try to tell you something. This is easier, and less costly than ignoring the customer journey. ©2022 Helbig Enterprises
RkJQdWJsaXNoZXIy MTQ2Nzk4