Ways to Eliminate Customer Service Friction

by Lionel Casey

It’s been a while since I mentioned the concepts of friction and convenience. Our clients have discovered what it’s like to have a friction-loose, no-trouble, convenient enjoy. They love doing enterprise with companies that make things smooth. If it’s clean to replace businesses, they may be short to switch while the enjoyment is less than convenient.

Perhaps the most significant friction factor with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users convention in Las Vegas. Our dialogue turned into all approximately disposing of friction, especially inside the customer service international. Positioned to stay aggressive, we must make matters less difficult for the customer. So, here’s a listing of areas with possibilities to do away with friction and displeasure for the purchaser:

Duration: How long do we make customers wait? It might be on the preserve for customer service or in the ready room of a physician’s workplace. Waiting is friction. Wasting our purchaser’s time is friction. That little recording you hear while you’re on preserve ought to say, “Your name is NOT without a doubt that essential to us. Otherwise, we would not make you wait!”

Memory: I’m continually annoyed after I call a customer support quantity that I’ve referred to as inside the past and ought to retell my story. The same is going for once I’m transferred to any other individual. There is no cause for this. Employees need to be armed with information about the consumers beyond calls, purchases, and every interaction they’ve had with the employer. Making a patron repeat their tale is a waste of time. It’s fiction!

Consistency: Consistency isn’t always the hassle. It’s a lack of consistency. Specifically, I’m referring to inconsistent facts. One day, I called my cell company with a question about a worldwide calling plan. I was not too fond of the answer I got, so I referred to it as returned, and a specific agent gave me a unique solution. My assistant asked me which plan I had turned in correctly. I jokingly stated, “The one with the decreased fee.” Inconsistent statistics derail self-assurance and consideration.

Empowerment: When we talk about empowerment, we typically relate to empowering employees to take care of the consumer. This example enables the patron to manipulate their state of affairs. Self-service equipment is an effective way to attend to the customer’s questions and troubles quickly and correctly. Customers like an excellent self-service solution.

Proactiveness: With trendy technological talents, why should a consumer reach out for assistance? In many instances, agencies can realize a consumer is having troubles before the consumer does. Predictive help will quickly become a purchaser’s expectation.

In truth, there are plenty of methods we will take away friction for our customers. The above listing reminds you of the most painful conflict factors and gives you a concept of where to start. So, take a look at your enterprise. Listen to your personal and, most significantly, your clients. Where do they encounter friction? And what are you able to do to get rid of that? Give your clients the enjoyment they expect and deserve—one that is straightforward, handy and friction-unfastened.

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