09/03/2015 11.25 EST
How many times have you become frustrated with a customer service operation? I would be surprised if everyone hasn’t had a similar, less than positive, experience. This recent encounter of mine may sound familiar: I called a company’s customer service department and I was placed on hold for 20 minutes. Eventually, my call was disconnected. Then, I reconnected with the customer service department and the representative on the line couldn’t help directly. As a result, I was passed off to several of their colleagues, with each person asking me the same questions. Once reaching a customer service professional who could help, I had a great deal of difficulty understanding them. Either their phone system was poor and muffled, or I was connected with their outsourced colleagues in the Philippines or India. In the end, I still did not have a resolution to my problem.
As a result, when you do reach a customer service department that is exemplary, it really stands out. What does above-average customer service entail? Here’s what your experience should look like:
Having a thriving customer service department is crucial for developing and maintaining positive relationships with your consumers. If handled correctly, a customer’s problem could turn into a fruitful opportunity in the future.
What other tips do you have for creating a positive customer experience?