Stop making your customers and users waste time!23 de March de 2016 in Blog, knowledge, Satisfaction, Software
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.Stop making your customers and users waste time!
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.
We live in days of speed everything is for yesterday… People are increasingly busy full of professional and social commitments, never the expression “time is money” made as much sense as today.
Customers are not interested in the internal processes of enterprises in their limitations and much less on your goals, just want to satisfy a particular need and want their objectives barriers or other redundant activities.
But how much time should devote to each customer? What is adequate time for service? How to win more agility in the service?
We invite you to see some considerations:
The correct time of service.
For most of us, time is the most precious and the scarcest. How often we forget that the same goes for our customers and users, with many daily tasks?
Perhaps this is why the reduction of waiting times is one of the most valued factors by customers. They do not want to spend more time in a call that is strictly necessary and always appreciate the nimble and quick service.
Many customers complain about the service of some companies because of the waiting time to receive an answer, the inefficiency of operators and bureaucracy in solving problems.
For the customer, everything needs to be fast and simple like a flash. Search this agility and simplicity in service should be the focus of the managers of the area.
Even, is not difficult to find web sites of customer complaints not only by poor service, but also for the lost time that are submitted with those annoying little songs and almost endless.
Ok, depending on the incident, problem or request no matter how keen is the support will not always be possible to meet as fast and efficient as one would like…
Since many times the solution depends on other sectors and factors, there remains to demonstrate to the professional to treat the customer with courtesy and attention as not always the company will have a second chance to make a good impression.
Consumers should never leave the company with the impression that he as poorly attended. This is because as we know, a person can tell his experience negative (or positive) to several others that will tell others and so on.
If there is the possibility of offering compensation for waiting, delay (a discount, toast, extra service, etc.), here’s a way to score points with the user.
But what is the appropriate time for a service that lets customers satisfied? Obviously there isn’t an explicit rule, each case is different.
The great thing is never leave a person waiting especially if the service you are doing has no relation to the subject that the customer will handle.
For those who wait a minute listening to an annoying jingle of elevator becomes an eternity. There are people waiting two minutes, and then are able to tell they waited for more than ten, however, after being initially met, the person looks calmer.
Again: It is up to support professional to devote the necessary time to listen to him and seek the solution to their purchase requisitions.
You should also think that depending on the features of your product or service, will be needed some explanations, recommendations that require more time, patience, but as always depend on each customer in concrete and its case.
Haste the solution should not be the same time to listen to the customer for two reasons: the attendant need to have clear understanding of the issue and the customer needs to feel that you are being served with dedication.
Listen to attention are the main actions. Ask questions and give close attention to responses is essential. The redirection should be avoided to the maximum. Again, training is essential in this case.
Use technology to reduce waiting times.
Good support professionals can accomplish great things when well trained, valued, etc., but they don’t make miracles. The technology should also make life easier, both customers and professional customers.
A good help desk software can make a big difference and so is investment in the company’s reputation and not a cost. Costly it is losing a customer because of poor service.
One of the great tools of a good help desk system is the knowledge base that can be a great ally in time to meet the user with flexibility.
Assists without a doubt to optimize the provision of its services and also increase the productivity of your technicians is through a knowledge base of several known problems that the company has passed and solutions for operational processes.
The main objective of the knowledge base is to obtain and retain the experience acquired by the technicians of the organization and has other advantages which we list for you:
- Shared Knowledge: Once knowledge is shared, all your technicians have access to information and possible resolutions of problems and solutions that occur in the organization.
- Service speed: The time to resolve certain incident (if it’s at knowledge base) will be much faster, considering it was analyzed, studied and resolved.
- Service standardization: As knowledge is shared, all the technicians can do the same to resolve the incidents reported by the users.
- Optimization of the entire team learning: When entering new experiences and knowledge all the staff can improve their knowledge in their respective areas and therefore be more productive.
And the knowledge base can also be made available to your customers / users and will be of great value to them, as they may use this and find solutions and solve trivial problems at any time.
Enough to let your customers waiting the quality of support is compromised signal, promotes feeling of well-being and trust and made correct and efficient manner will cause consumers to recommend the services of your company. Think about it!