Poor customer service can have a massive impact on your company in a negative sense. If your customer service team delivers a poor service to your customers it can damage your brand, lose you customers, and prevent positive word of mouth from helping you entice new customers.
If you are a customer receiving poor customer service, there are a few things you can do to help improve the situation. If these don’t work, it might be time to look for a new company for that particular product or service. On the flipside, if you are finding that your customers are acting in the following way it might be time to look for a new approach to your customer service.
Hanging Up a Call – Hanging up and immediately calling back is a response customers have when faced with long call-waiting queues and customer service agents who hang up or transfer the call to another person unannounced, causing frustration for the customer.
Ask for a Manager – Asking for a supervisor for a different conversation is escalating a call and looking for a more authoritative approach to finding a solution for the customers problem. In these situations, being placed on hold for a long period of time is a problem for customers.
Write a Complaint – If complaints via the telephone or online are not working it might be time to send an official written complaint that ensures the company complaints procedure will definitely kick into gear.
Changing the system to improve your customer service approach can be achieved in several ways. At Frontline we can supply you with a team of expert customer service agents who are highly trained in your brand identity, services and products, and can help to improve customer service standards to ensure that the above customer actions are not a familiar or regular one.
For more information please feel free to contact the Frontline team today on
01489 866630 or info@wearefrontline.co.uk.