A mediocre customer service shouldn’t be the thing you are aspiring for today. People are increasingly expecting premium customer experience with minimal time wasted. And your competitors may be looking into this right now.
Of course, a misunderstanding or an out of control customer service isn’t something that you can permanently avoid, however, you can both try to handle angry customers and learn from your mistakes to avoid their repetition in the future.
If you are willing to detect customer frustration reasons and what signs indicate bad customer service, we are sharing the top ones to look out for in this blog.
Slow responses
One of the very basic and clear signs of bad customer service is when it is slow. Compare your average phone call duration to the market average. Then try to detect if your agents are taking too long to solve people’s problems.
If you find that your customer service is suffering from this, you need to immediately discover where the problem lies. Are your agents professional enough? Are they well trained? Do they have the required resources to solve problems?
Lack of empathy
Lack of empathy is one of the biggest signs your customers are having bad customer service. If your agents can’t show their empathy and communicate in a friendly way with customers. Then they are doing you a favor.
Make sure that you are updated on customer feedback and that any issues related to bad communication, behavior, or lack of empathy are resolved.
Transfer from agent to another
If you have a system for escalating problems and moving customers from one agent to another. That’s a great practice to resolve the problems. However, you need to be careful when there is too much movement between agents. And to be aware of the reasons for these movements, because it is much better if the problem is resolved with the first agent.
Having clear insights into the behavior of your agents and the satisfaction of each customer with every connection would be very beneficial. But if you don’t own the data currently, you can try to manually investigate cases where customers are transferred between agents.
Unavailability of self-service
Many customers would prefer to support themselves without human interaction if they can. The truth is, these people are offering to save you money. You are refusing this money when you are not offering any self-service method.
The most basic and popular form of self-service is a chatbot. It helps the users view basic product information, updated prices, frequently asked questions, and more without needing to make a call.
These people won’t only be impressed with being able to serve themselves quickly. But they will also help relieve the pressure on other platforms like phoner and live chat for the available agents to be more productive.
