How Many Times Have You Hung Up The Phone
Because You Were Put Into Voice Mail?
I’m sure that you’ve made a call and been forced to listen to the following recorded message:
“Your call is important to us. Please hold for the next available Customer Service representative.”
Many business operations have been automated at the expense of customer service. The businesses that keep their Customer Service departments “human” often thrive.
Southwest Airlines is ranked as the number one airline in the United States, and they use only “live” human beings for their telephone Customer Service operations (sadly it is now after a bunch of announcements, warnings then a series of prompts to get you to the right department).
“Forget about the sales you hope to make and concentrate on the service you want to render.”
Automated customer service has been proven to drive customers crazy.
It will drive these customers away from many of the businesses that are using this service.
People often will turn to a competitor that uses a live customer service who can answer their questions.
Why? Because this business seems to care more about how customers are treated.
Most people like to talk to a person, so when you or your employees hide behind an automated phone system, your customers will get frustrated and move on to your competition.
Customer dissatisfaction will not only drive away prospective clients, it will drive up your marketing costs.
You will have to replace the customers whom you lose. It costs about five to seven times more to get a new client than it does to keep an existing one.
What are you doing to make it more convenient for your clients to contact your company on the telephone?