As a consumer in the modern world, what do you expect from companies in terms of customer service? Do you expect less if you haven’t yet paid for a product or service? How about if you are a long-time member … does that affect your expectations?
In today’s posting, we will share our customer service expectations as well as how these expectations coincide with the general AudioAcrobat ‘mantra’ of providing stellar customer service, regardless of whether or not you are already a member.
It’s all about the customer experience.
If companies neglected the state of mind and/or emotional status of customers after having dealt with their customer service department, Netflix’s Qwikster spin-off would still be underway, Apple’s Steve Jobs might have been easily forgotten and Nordstrom could very well be out of business.
Because these companies have made it their business to listen to what their customers have to say and use this information to constantly reevaluate their businesses, they are holding their places on the top ladder rung of each of their respective niches.
Happy customers are talkative customers.
Have you ever talked with someone who is overly excited about a new product or service? While there are many reasons for elation, chances are that this person has recently taken part in a pleasurable experience either over the phone or via email with the company they’re raving about.
The ‘feeling’ is fresh in their mind, and the customer service rep assisting them deserves a bit of credit. Just think — they could be potentially responsible for the elated member referring future customers — which could in turn snowball from just one or two to dozens, hundreds or even thousands.
The Human Voice
There is something magical about the human voice; it can greatly affect customers’ mood and perception, in both unpleasant and supernatural ways. If the customer service rep one is in contact with doesn’t enjoy their job, and they let it show, this could easily leave a bad taste in a customer’s mouth and potentially cause them to take their business elsewhere.
Don’t let this happen to your business. Make sure your reps are happy, healthy and well-paid for their invaluable service. You will thank yourself in the long run.
There is nothing more unnerving than a product or service not working and having to wait to have your message heard. Phone calls to large corporations often place callers in a ‘queue’ to wait to speak to a customer service rep. If the queue is long, or if the call is taking place outside of business hours, the ability to leave a voice message is paramount.
The time between customers leaving a voice message and the customer service rep returning their call is even more crucial. A good practice is to return any voice messages left during business hours that same day, and any left during weekday evenings the next business day in the AM.
If voice messages are left over the weekend, Monday AM is when they should be returned. A wait of any longer will surely detract from the 100% satisfaction rating so many companies aim for.
We here at AudioAcrobat pride ourselves on our knowledgeable and friendly customer service, and believe that it is one of the main reasons we’ve remained in business since 2004. Want to test us out and see how we treat both our valued members and non-members alike?
Shoot us an email or give us a call. We think you’ll be pleasantly surprised.
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Coming up next … #FollowFriday!