Today, we’ll address some of these customer service myths!
Here at TeleRep, we take pride in training our new call center workers to meet and exceed even the highest expectations our clients might have. A successful agent needs many skills, but chief among them is outstanding customer service. In our decades of business, we have come across quite a few myths about what good service entails. Today, we’ll address some of these customer service myths!
Speed is the Most Important
It’s true that, in the digital age, people’s attention spans are shorter than ever before. As a rule of thumb, people do like for things to go by quicker. But our customers know that they should not prioritize speed if it comes at the expense of excellent customer service.
One advantage of a live agent over automation is providing customers with a personalized experience. It’s hard to squeeze even a little personalization into a rushed phone call. So, while our agents do know that time is of the essence, they also know it isn’t everything.
Live Agents Aren’t in Demand
Along with our last point, our workers know the value of speaking to a live agent for our customers. While a little bit of automation can be acceptable or even preferable in certain circumstances, we believe that connecting with an actual human on the other end of the line is important. This is especially true in a world where teleworking is the norm; a little bit of human interaction, even if it’s with a call center agent, can go a long way.
If a Customer Doesn’t Complain, They’re Satisfied
Whatever field you work in, you may have heard it before: a silent customer is a happy customer. Here at TeleRep, this is something we like to push against. Just because customers aren’t actively voicing their unhappiness doesn’t mean they’re completely satisfied with your product or service.
It’s notoriously difficult to gauge just how satisfied your customers are. But our agents are adept at intuiting when customers are unhappy, and fixing what ails them—even when it isn’t obvious.
You Should Never Put Customers on Hold
Another enduring misconception in customer service is you should never put customers on hold. This is a good rule of thumb, but like every rule of thumb, it is ultimately an oversimplification.
Rather than avoiding putting customers on hold altogether, our call center workers know that it’s okay to do so as a last resort. It’s better to put a customer on hold momentarily so that you can research the correct answer to their question than to give them the wrong answer.
Contact Telerep Today!
If you have more questions on how to provide the best customer service to your clients, look no further than TeleRep. Our great assets like live chat, call center and answering services, and alarm monitoring set us apart from the rest. Visit us online or call us at 1-800-638-2000. We want to help you and answer all your questions! To see examples of our work and to keep up with everything we are doing, be sure to follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.