One of the most important strategies for keeping positive relationships with current and future customers is how you communicate with them. It also plays a key role in severing your relationship with clients and prospects. Unfortunately, while every brand tries to practice this, poor customer service remains frequent.
Your customers may become upset with certain frequent errors made by your customer service agent. This can lead them to stop trusting your brand and spread bad words about the negative experiences with their friends and acquaintances.
Businesses have lost billions due to negative interactions, compulsorily the ones that don’t use a call center quality assurance software. So, today we will discuss some poor customer service instances and advise on preventing them.
What’s Bad Customer Service?
When a company’s contact center fails to give present or future customers the help or information they require, it would be a simple way to describe unsatisfactory customer service. That is not all, though. The total experience of the customer is influenced by several aspects as well.
Customers have specific expectations of the business in terms of the caliber of the service, the relationship manager’s response, the agent’s empathy, and demeanor, etc. It is insufficient to only address questions or handles issues. The highest standards must be met by agents when delivering these. Poor customer service can lead to unhappy clients leaving for other businesses.
Examples of Bad Customer Services, Plus Tips to Avoid Them
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Customer Service Agent Not Reachable
Customers detest it when they make frantic attempts to contact you but wind up speaking with your chatbots. Or perhaps they only communicate with each other via email.
Expecting chatbots to handle all customer issues on the app, website, or social media is unrealistic. Instead, provide a simple way for your clients to contact a live person.
Solution
It is critical to ensure that a group of sympathetic agents with answers is accessible. Make sure they have received adequate training in dealing with clients. Additionally, they must have the tools to efficiently give customer assistance and capture feedback for improved market understanding.
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Asking Customers to Repeat Query
Poor customer service is demonstrated by repeatedly requesting the same facts, such as personal information or the issue or question they have called you. This lowers the effectiveness of the call center.
The customer becomes irritated and thinks their worries and time are not important as a result.
Solution
Ensure the agent has the tools to capture all the data provided by a customer by calling your contact center for the first time. Agents should be able to swiftly obtain customer information thanks to it. In front of the screen, the agents should scan all the customer information.
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Very Long Wait Time
You may be guaranteed to lose customers if you keep them on hold for an absurdly extended period. Even cheerful customers may find it difficult to wait for lengthy periods, let alone those who are already irritated and upset. Customers demand prompt replies.
Solution
Utilize cutting-edge technologies to shorten response times. Concentrate on overseeing and enhancing the process. Integrate technologies like automated process routing, assigning tickets to the appropriate agents, sending out auto-responses that include waiting for time information, etc., and getting back to priority clients more quickly. The average handling time (also known as AHT) is the main statistic that has to be optimized in this situation. You can track the same using call center quality assurance software.
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Multiple Call Transfers
Getting the call moved from one agent to another is one of customer’s biggest turnoffs. This lengthens the time it takes to find a solution and demonstrates that the agents lack one. Additionally, the customer can be asked to restate their issues.
Solution
Call-receiving agents need to be well-versed in the fundamental responses. If specialist solutions are needed, they must also know to whom to pass the call. Therefore, agents should use a series of prompts on the initial call (also known as first call resolution) to better grasp the specific problem and instantly connect the client with the appropriate agent.
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Using Negative Language
Customers may have one of their worst experiences dealing with agents since they frequently take a negative attitude. Customers look to agents to address all their issues, and agents’ lackadaisical demeanor undermines their faith in your business.
Solution
Keep in mind that an agent might not know all the solutions, but they can make up for it by going out of their way to solve the problem. They must swap negative language and tone for positive ones. Don’t forget to observe and assess the customer service representative’s drive for success.
With the help of modern QA software, you can track agent communications to determine which of your agents have been using negative communication with the customer and decide accordingly.
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No Empathy in Communication
It may be a significant error to make clients feel their concerns are not being heard or understood. Customers need to believe that the individual taking their call is genuinely trying to understand their problems when they are already upset.
Solution
Agents must interact and respond to emotions. Metrics are used to gauge how well your agent communicates these. Empathy remarks can go a long way toward conveying the agents’ genuine concern when used in their own language.
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Rude Behavior
Contact center employees’ rudeness extends beyond verbal abuse and loud voice. Sarcasm, insulting clients for their ignorance, etc., are some examples. If you don’t welcome them, listen to them, or answer promptly, customers can even think you are being disrespectful.
Solution
Your contact center employees must maintain composure even in the face of rude customers. Their task is to deal with challenging and uneducated customers calmly. However, they should be aware that they don’t have to make an extra effort to appease customers, particularly rude ones.
Summing Up
These days, many businesses spend a fortune setting up a contact center with qualified employees who can offer quick assistance. Unfortunately, it is not sufficient to have a customer service department. Along with equipping them with tools to facilitate easier operations, you also need to teach and coach your agents to recognize and avoid poor customer service.
And as mentioned multiple times throughout this informational content, using a call center quality assurance software might do the trick for you.
Quality monitoring and management is business critical for organizations, and adequate quality assurance demands strategically defined quality assurance programs and practices. Organizations compete fiercely to offer better CX, and customer service plays a crucial role in creating a pleasant customer experience. The quality assessment ensures consistent quality of the services are delivered, and optimum customer satisfaction and engagement are obtained.
So, contact centers monitor customer interactions regularly and implement quality assurance programs for driving agent performance and constant improvement in their services. Also, technology plays an essential role in quality assessment as it widens the scope of quality monitoring and evaluation significantly.
Every organization is unique, as is its contact center’s quality assurance program. But some essential elements of quality monitoring and assessment are commonly required in quality assurance practices.
Most contact centers are transitioning from the manual QA process to an automated one, and so the elements and roles of the actors will need to be modified to suit the new process. So the contact center quality assurance solutions and the platforms must be chosen carefully so that they will be able to complement the quality process of a specific organization and support their quality goals and objectives.
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