Six Blunders that Business Must Avoid to Offer Impeccable Customer Sup

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In this write-up, we will be discussing six such deadly sins that organisations and inbound and reliable outbound call centres must abstain from committing in order to deliver outstanding customer care and support services.

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Six Blunders that Business Must Avoid to Offer Impeccable Customer Support

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Today when customers have become the governing body that decides the fate of a business organisation it has become important for organizations to ensure that their customers remain happy and loyal to them. Providing customer care and support no longer remains a simple task. Now companies have to ensure that they promptly deliver on customers need and desire and that too on their preferred channel of support. Offering customer support on the preferred channel of customers is not an easy task. Though an increasing number of organisations are outsourcing their support function to inbound and outbound call centres there are still some companies that prefer to manage and monitor the entire customer care and support function on their own. In-house handling of customer support function has its own issues that if go unattended have the potential of becoming troubles that

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may hinder an organisation’s ability to provide customer support. In this write-up we will be discussing six such deadly sins that organisations and inbound and reliable outbound call centres must abstain from committing in order to deliver outstanding customer care and support services.

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These six sins are: Seemingly unending wait times Often organisations and call centres that manage inbound calling function set a time limit for their staff to answer each call. The wait time for organisation be as little as a minute or two or may even extend to as much as five or even ten minutes. Today when everyone has a tight schedule it becomes difficult for customer to spare out even a minute let alone five or ten minutes of their productive time to stand in call queues to get their voice heard and issue resolved. The longer they have to wait they become more irritated. To ensure that there are no long wait times organisations and inbound and outbound call centres that manage and monitor customer support must make sure that their agents are quick to provide support services on different

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platforms. They must consider introducing call-back option to replace wait time with call backs. Compelling customers to log-in to access FAQs and self- service support With more and more customers becoming tech savvy organizations have started empowering their customers with self-service option that are based on frequently asked questions FAQs video tutorials or step-by-step do it yourself DIY procedure. Though it is a welcome initiative by organisations and inbound and outbound call centres there are many companies that are compelling their customers to log in to access the information required to make the most of this self-support option. Organisations that want to improve their customer experience and satisfaction level must abstain themselves from adopting such practices and instead make the information readily available for their customers.

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Inapt Branding Irrespective of the fact whether an organisation decide to manage its customer support in-house or outsource it to a reliable and reputable outsourcing partner it must focus on its branding and should present itself as a thorough professional in the marketplace. No customer wants to be associated with a business that does not have a market reputation or professional outlook. Customers refrain from collaborating with such organisations. Also they feel

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uncomfortable working with businesses that have different sites that are completely different with each other in terms of branding. Therefore it becomes important for businesses to adopt a professional outlook and ensure that every platform where they provide support function bores a similar professional outlook and uses consistent colours fonts logos and other branding material to ensure customers that it is an extended arm of the same business that they are associated with. Compelling customers to tie-up with competition by offering only ticket support Organisations that offer only ticket support motivate their customers to break ties with them and instead consider their competition. Ticket support option does not work in the present day scenario. Customers no longer prefer to register their complaint take a ticket and wait for long durations to get their issue resolved. Today customers want instant resolution to their problems. It is imperative

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for business organisations and outbound and effective inbound call centres to offer multiple platforms where customers can connect with the business representative and get their voice heard and issues resolved. Not resolving the issue promptly If an organisation were to see things from its customers’ perspective it would know that there cannot anything worse for a customer to reach out the customer care and support department again and again to get a trivial issue resolved. When customers reach out to an organisation again and again for not getting optimal resolution it is mainly due to the fact that the support function is overburdened and is not able to resolve issues on a timely manner. Business organisations and inbound and outbound call centres must ensure that it has access to adequate staff and technology to serve every customer on priority basis.

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Fixed Support Hours Today customers have become impatient. They want instant resolution of their issues. They don’t shy away from reaching out the support department when the need arises even if it means calling the support team at 2 am. This is the reason why almost all organisations have shifted from providing the traditional 9 am to 5 pm support to 24/7/365 support. By offering round the clock support services organisations can ensure their customers that they are there for them when the need arises. Businesses that want to improve on their customer experience and satisfaction level must refrain from committing any of the above mentioned six sins of customer support services.

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