Let’s face it. Not many of us look forward to calling a 1-800 number. In the vast majority of cases, we call a company to receive an answer to a question or to lodge a complaint. Rarely, do we ring up any business just to say we’re happy with the product or service it provides, as we often dread the lengthy maze of options directing us from one concern or department to another and can resent the barrage of questions we receive in response to our own inquiries. Nevertheless, customer service calls serve an important purpose; without physically visiting a company’s headquarters or relying on a prolonged written exchange of correspondence, how else could we voice and have heard our concerns? Maybe it’s time to consider the benefits of customer service calls. Here are three:
They Provide Quick Feedback
Of course, first and foremost, the customer service call is a (relatively) quick way (when possible routing nightmares are set aside) for us as customers to receive pertinent and individualized information. We might be able to locate or generate instruction on a website, product packaging, pamphlet or brochure, but only direct, verbal communication offers us the opportunity to receive information that is prompt and personalized. Emails and written correspondence can provide similar results, but both necessitate time for the back and forth relay of conversation.
They Provide Individualized Feedback
As mentioned, in addition to being quick, customer service calls have the advantage of offering us all personalized service. Not only can customer service representatives provide quick information over the phone, they can provide specific information that takes into account the details of our own unique relationship with the company. In this way, exceptions to policies might be made or special benefits might be given to us that wouldn’t or couldn’t be provided via other means.
They Can Be Used to Train Staff
Finally, when customer service calls are recorded, they can also be used to train staff. In fact, a hosted call recording can be a crucial part of employee training, offering examples of common customer concerns and providing best practices for representatives to replicate in future calls; specifically, characteristics of an exemplary rep’s pattern of speech, including his or her volume, cadence and clarity, can be used as a model of effective communication with consumers for future call center staff, ensuring the subsequent customer service calls are met with professionalism and any complaints are dealt with in the most most efficient way. This benefits us all in the long run, providing future customer experiences with staff that are better informed to manage a range of customer service issues.