Other factors that make providing fast and high-quality service these days include the downsides of working from home (Unicom Corp, 2020). Moreover, customer service agents do not just deal with customer problems.
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But because call center representatives were not yet equipped with updated policies on how to handle these issues, they resorted to routing the issue up, thus creating another bottleneck that made the customer experience even worse. The issues customers wanted to be dealt with immediately include travel cancellations, bill payment extensions, insurance coverage disputes, and other pandemic-related concerns. Customers are now the focal point of customer service but unfortunately, their expectation keeps changing.Ī study by Harvard Business Review reveals how the average call center company experienced an increase in difficult calls from the usual 10% to more than 20% within two weeks (HBR, 2020). Why? Because it’s a big, crowded, and uncertain marketplace out there exemplified by constantly changing customer expectations. Business owners are setting aside huge budgets to procure the best customer support software tools.īut even so, going above and beyond to keep customers happy and satisfied is an arduous challenge these days. As a result, many businesses have placed excellent customer service as a top strategic priority, while others are already using it as a competitive advantage. What do customers expect from customer service?Ĭustomer service can make or break your business: this fact thrives at the forefront of nearly every business leader’s mind.
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