What are the perceptions of your customers when it comes to calling in to your company for service or support? Do they speak dread or nag that phone menus are a huge waste of time? Or perhaps that someone doesn’t speak English?
Have you taken the time to study and gain an understanding of your company’s image and perception?
I called a national distributor this morning for a service they offer me as their dealer, on their primary menu of Cloud Services, that cascades out to a submenu: Digital Marketing Services. I completed the contact request form earlier they make available without even an acknowledgement email on the day before, as well as several weeks ago without an answer or reply. I’ve emailed the designated email address an inquiry as to how to obtain these services. The call in to the displayed support number was the cream of the crop. I call in to listen to a 5-step menu, for which none of the options matched the menu item I was seeking. I pressed star to repeat the menu for confirmation before pressing zero for an operator.
After the zero tone, my call transferred to what would by name be item number “2” on the phone menu. Why did this commonsense answer transfer to number “2”? The person at menu “2” had no idea how to help me and was going to have to find someone that could help answer my question because she was in a different department. After a nice round of elevator music for a few minutes, the answer’er comes on, starts to speak and hangs up on me, by accident or better yet, lack of care in handling the phone call. Is this a mistake or is it a common experience? I know I experience it at a high rate of incidence that it really concerns me if that is my staff or even myself.
“What we have here is a failure to communicate,” and it isn’t the customer’s fault. Expectations are set that if someone calls your number, you can handle their problems, not extend them out. This concept of Six Sigma in customer service means a bit of self-improvement internally and administratively.
Fixing this problem requires a few hours of attention, no doubt about it and some important and strategic training in a department listing matrix for a general receptionist or operator to find the answers they need, a SharePoint site that a cloud company sells could be useful?
Customer experience and customer expectations, are you setting the standard or serving a bad example?