What is the best way you have handled inept customer service?

Poor customer service can cost the business. More so when most customers commonly interact with their brand through inbound call centre services.

How the agent interacts with the customer influences the way in which the customer perceives your brand.
Customers should be able to build a positive association with you at all touch points. And the inbound call centre is an important touch point .

A big chunk of customer interactions happen at the call centre. Extending excellent customer service is crucial.
Poor performance: Review call centre performance metrics and evaluate what is lacking and what you need to work on. Aim for a high First Call Resolution Rate. Improve wait times with an efficient IVR system. This will help with abandonment rates. It is also important to hire and train right to get a competent pool of agents, with the right attitude, and with an aim to provide good customer service.

Lack of product/service knowledge: Customers expect ready answers when they call. Not knowing what your brand offers through its products and services isn’t the best of situations. But rather than saying point blank you don’t know the answer to their question, you could turn it into a positive statement by saying you will find that out for the customer right away. This will show that you are focused on their needs. Call centre outsourcing companies place great emphasis on training to familiarize agents with products and services offered. This will help agents provide accurate information and sound confident.
Incompetency: Incompetency can affect the way a customer views the brand. It will cause the customer to lose confidence in the brand and not return again. Worse, they will tell about their negative experience to others. However, delivering a flawless experience on all counts will ensure that your customers turn into brand evangelists.

Incorrect attitude: Never show indifference to customer queries and requests. As a customer service agent your goal is to meet their needs in the most swift, accurate and efficient way possible. Placing the customer front and centre by paying attention to them and offering assistance in the best way is of utmost importance. Patience and empathy can go a long way in building customer relationships.

Lack of engagement: Agents have to be keyed into the organization’s customer-centric strategy. Every individual in the business must be focused on delivering services with this goal in mind. Engaged agents are happy agents who are keen on meeting customer expectations. Phykon is always for you regarding excellent customer service and inbound call centre services. For more information visit www.phykon.com and https://phykon.com/sydney/inbound-call-center-services-sydney.html