10 Clever Ways To Reduce Customer Service Wait Times
Introduction
How are you treating your customers? Well, businesses today need customers to survive the harsh economic times. With the growing customer service options available to them both offline and online, it’s become quite challenging to land fresh customers. It’s, therefore, essential to treat those you have well by reducing their waiting time.
Waiting is something which you don’t want your clients to go through. It creates terrible press and company experience, especially when you’re unable to meet their expectations. Furthermore, because of internet growth, one angry customer can bring your large or small-scaled organization to a halt. To avoid this, here are ten proven techniques!
- Be Open and Honest
A majority of businessmen and women think that the best way to control their customers is by hiding information from them. Customer service providers, for example, might say that the product will be available in a short time while they know that it’s far from being ready. To avoid this, your business should use the principle of under-promising and over-delivering. This will ensure that you surpass customer demands and expectations.
- Proper Communication Is Essential In Customer Service
Another common customer service mistake businesses make is failing to communicate clearly with their customers. Yes, there are times when you might struggle to deliver as per expected, but being silent only aggravates the already dire situation. Clients are comfortable knowing that the business is experiencing delays or you can’t deliver the order within the required time.
- It’s Good To Invest in Some Form of Entertainment
If you’re running a customer service call centre, you’ll often put your customers on hold as you sort through different queries from the millions of calls you will be receiving. To keep your customer on the line, you should look for ways which make this waiting time a little bit more bearable.
One such technique is by using soothing music to keep them entertained as they wait for the receiver to respond. In other types of businesses, it’s reasonable to find magazines, newspapers and a television set on the visitor’s waiting bay.
- Have an Organized Queuing System
Customers often get frustrated on long, poorly co-ordinated queues. To prevent this from happening, establish proper queuing rules which ensure that these long lines move quicker. The rules should be based on a ‘first come first served’ basis with exclusive ‘rights’ given to the disabled, old and expectant. Also, when attending to their needs, be jovial and thank them for hours spent queuing.
- Adopt Self-Service Measures
With self-service, customers can perform some of the crucial functions on their own hence reducing their waiting time. A few remarkable examples include self-serve, checkout and live chat. Make sure that your business has a responsive and fast website which does not frustrate those trying to access the self-service features.
- Use ‘Call back’ Options
This is a fantastic idea, especially if you have a customer service business which receives several calls in a day. Rather than putting clients on hold for an unprecedented period, you can let them know that you will call them back within a short time. However, it’s essential to remain true to your word by calling the customer immediately you get the chance.
- Understand How Your Business Works
Before you employ any person ensure that he or she understands how the business works. If they don’t understand the different processes of service delivery, the organization will always struggle to meet the needs of its customers. Similarly, look for intertwining business roles and factors which may cause delays and cut them down.
- Listen To Your Customers
“The customer is always right!” this is a phrase which many organizations are using to satisfy customer needs. Today, customers offer suggestions, voice their complaints; give ratings and comments on products and services online. These are reliable indicators of how he or she feels about the business. Use this information to improve the organization by first ensuring that those operating the company’s digital platforms have the knowledge and training required.
- Use The Right Marketing Language
Have a clear understanding of the marketing message you’re sending out. Sometimes, business owners get ‘excited’ in an attempt to stand-out from their competitors and end up communicating the wrong message. For instance, they make insane promises which they cannot meet like promising a one-day delivery on goods which would typically take them a week to deliver.
- Stay Focused!
Lastly, avoid becoming a ‘victim of success.’ Once you provide a certain level of customer service to your clients, they will always expect you to deliver on the same every time they need you. Once you are unable to meet their expectations, you will land yourself in problems. Although the modern-day customer can be rather unforgiving, never waver in your mandate. Continue providing excellent services whenever you can.
Conclusion
Keeping clients happy and satisfied by reducing their waiting time is a crucial part of customer service. If you want to annoy and frustrate them, then keep them waiting for essential services or highly demanded goods. Luckily, with the techniques mentioned above, you will have no trouble in managing their varying expectations. Most importantly, remember to communicate clearly and avoid making promises you cannot keep. Good luck!