Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIX, Issue 3
Date: March 1, 2008 - What Makes A Good Customer Call Experience?
A recent survey (Ernan Roman Direct Marketing) answered the question: What makes for a good customer service call experience? And the respondents said:
71% An easy menu to reach appropriate information
70% A person who understands my issue
69% A person who speaks clearly; is easy to understand
67% First call resolution
Note: there could be more than one answer to the question which is why the numbers don’t add up to 100%.
This survey reinforces the simple acronym KISS (Keep it Super Simple) as far as the menu is concerned. However, we strongly recommend having an option to talk to a human. In other words, a zero out option.
No one can ‘understand my issue’ if they are not listening to me – thus proactive listening is a must. When the customer is done speaking, you could ask them, ‘Is there anything you want to add before I respond?’ and then proceed accordingly.
I, as a customer, cannot understand someone who doesn’t speak clearly, or who is not easy to understand. What can you do? For clarity, you can slow down, pace yourself when you respond, and you could ask the customer, ‘Am I being clear?’
First call resolution, its importance, and impact has been addressed in previous newsletters, (Volume VI, Issue 6, June 1, 2006 - First Call Resolution: What About That 14%? and Volume VIII, Issue 7, July 1, 2007 - First Call Resolution and Offshoring Study Results) and continues to remain the #1 driver of customer satisfaction.
© 2008 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com
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