No business project or company can be successful if its customers are not satisfied. Any businessman knows that regardless of which goods or services the company provides, customers' satisfaction can be achieved by means of skilled and friendly customer answering service. Moreover, it is vital for a business to strive to make every customer welcomed and happy. People are social creatures and, as the saying goes, if you please a person, it is likely that this person will share his / her experience with four other people. When people are choosing a service provider, the word of the mouth from a friend would become a more powerful advertisement than any other guarantee the company may offer in hopes of attracting new customers. However, if one's customers are unhappy about how they were treated, it is likely they will complain about it to at least ten other individuals. Consequently, in the long run, the business will lose potential customers and the income. However, being forewarned means being forearmed. Here are some of the most spread causes of the customer dissatisfaction with customer service provided and possible ways of preventing those issues from ruining your successful business.
Why are they dissatisfied with a call answering service?
Having reviewed customers' complaints about personal or live phone answering service received, it was established that the main cause of discontent is lack of individual attention. Many clients are irritated that it was impossible to talk to a real person on the phone. Some complaint that it took too many steps to go through in order to get what they wanted. Clients were unable to receive the needed answer at all, had to wait on stand-by for too long, and the result still was not what they had hoped for. Additionally, having gone through the troubles, many customers did not even receive an apology for the poor customer service. Any of the above mentioned experiences are sufficient to upset customers and to turn them off completely. Moreover, being aggravated, they will discuss the event with their friends and those will be related to go through the same experience as well. Recent studies show that almost two-thirds of survey participants do not continue using company's services because they can not reach a live person to answer their phone call. However, those customers who experienced live customer support were not satisfied with efficiency of services provided.
What can be done to improve live answering service?
In order to minimize the risk of poor customer service experience, a business owner can simply establish a high quality call answering service. It will definitely pay off if live answering services will be handled by the trained professional customer support personnel who listen to the complaints and provide helpful solutions to frustrated customers. Moreover, having a sufficient number of people ready to handle phone answering service will eliminate long holding times for customers. If the company does not have a professional customer support department, the business owner may consider outsourcing this important aspect of business, as it is a standard business practice for many companies.
What if you do not receive many complaints about live answering support?
It is clear that without customers a business will not stay afloat. If it sees that you receive only a few complaints, it may be sobering to realize that only about 4% of dissatisfied customers would actually voice their opinion and will try to resolve their issues with the business. Over 90% of dissatisfied customers will choose simply not to use company's services again and will become clients of a competitive firm. Any business that drives to remain successful can not afford losing so many clients. It is a paramount reason for establishing an efficient customer-friendly phone answering service. Only this way a business owner will give the customers an opportunity to be listened to attentively and get their issues resolved in a timely manner.