Providing extraordinary customer service is a constant effort which requires strategic planning. There are several myths prevalent about the customer and the customer service industry which baffles the minds of those associated with it. Here are some common myths that we have busted for you.
How many times did you let your 8 year old son who recently learned how to write fill the questionnaire at the local fast food outlet? I am sure by now you must have understood my point. Do not rely on comment cards and surveys alone to measure the quality of your customer service. You never know if a teenager checked all the boxes labelled ‘poor’ just for fun because he felt like ticking the last box of each row or if a customer was in a hurry and answered questions without giving them much thought.
Telling your staff that you want all the customers satisfied all the time is a good way of telling them to stay on their toes all the time, but let’s get real: you cannot satisfy all your customers all the time. There will always be those who will find a flaw or reason to complain. Strive to achieve absolute customer satisfaction, but in case you fall 4 customers short, do not think it amounts to complete service failure.
There is a high probability that callers are getting in touch with the customer care center simply to inquire for information because they could not be bothered to read the user manual which came with the product. A call does not always mean a complaint. It is important to distinguish between calls which are actually complaints about the service or product and those which are made by customers to seek assistance.
Customer service and support is important to people when selecting a product rather than buying a cheap product which comes with no post sales service. Nobody wants to buy a cheap refrigerator which they cannot get fixed by the company after a power fluctuation.
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