5 customer service anti-trends of 2021
Hi, Josh here!
Thank you for visiting my page! I am going to tell you why companies often lose budget, experience lowering customer loyalty, chargeback, and I will describe typical problems enterprises have in various verticals, in my profile.
This short article is dedicated to customer service anti-trends of the year 2021.
If you keep spending a lot for customer support and do not understand why, the answer is, some of the tips customer service used to practice have become anti-trends. Read the article till the end and start company rebirth today.
Let me remind you that customer service department is one of the ground-forming bricks of any enterprise. Huge companies may hire outsourcing call centers when they look for customer support options. The idea is, customer service team can unload the managers from the time taking work.
Others hire internal teams to keep on track with their daily work. Normally there’s a specific person that is in charge of their daily performance (chances are, this manager belongs to the marketing or project department where managing customer service is just a part of his daily work).
Should I mention that project department team leaders take little attention to retraining customer support reps as this is time consuming and expensive. They are sure that learning a product once customer support managers don’t need retraining.
The truth is, in huge companies there are no working mechanisms to track on a daily customer support performance. It means that support reps can make mistakes during the calls, demonstrate weak product or service knowledge, put callers on hold for long, direct clients to the bank chargeback because they can’t detect real problem or use poor scrips.
I help enterprises to see every little problem and fix it. I have been working with dozens of teams teaching them to know their industry, product and avoid cold body speaking.
Let me share some customer support anti-trends that can have a bad impact on your business in 2021. If you detect them in your company, ask me about an ultimate way to track them, develop a custom retraining program and implement it.
- “Cold body” answering service taking voice messages is no longer an option for companies that want to build customer loyalty, as little people expect to hear soulless answers that don’t match their requests.
2. Avoiding to use automated programs.
Chat bots have become a common ‘must haves’ in the general customer service strategy. They save customer hold time, give fast and objective replies and offer a smoother customer journey.
3. Exaggerated time on hold.
Decades before every call to customer support was a disaster, because you knew it would take years with no clear outcome. Today any minute counts, this why I implement processes helping my clients to raise customer loyalty by fast responding. If a rep keeps a caller on hold longer than 15 seconds, it may cause customer frustration and reduce loyalty level. And there are mechanisms controlling hold time limits.
4. 100% script speaking.
Customer service has become a sales tool. Years before people were calling the support line to get information only. Today satisfying a client request is not an ending point, but rather the way to warm up their interest and upsell. This is why this is crucial to train customer service team to know the product and understand mechanisms of detecting customer mood. Resent research showed that 19% of sales happen during the call by the client to the customer support line.
5. Neglecting personalization.
At this time of uncertainty the industry shifted from common client addressing to personalization. As most of the world communication between the seller and consumer happen through customer support, it has become vital to know the client and personalize ones own approach to customer satisfaction.
My name is Josh White. I have been dealing with high-risk verticals for over 20 years training customer support teams to know the company and resell products and services the way internal sales managers would do this. There are a lot more of specific anti-trends you need to be aware of to avoid them. I am ready to tell you about every little problem in your business. Interested to know how I dig into your problems and fix them? Contact me now at josh.white@customerservicehero.io
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