Imagine when a customer has placed an order for food, and the delivery boy delivers the food and asks the customer whether he enjoyed the food. This question is tough as he may not have even tasted the food. But this is not going to help the company understand if the food was good and met the customer’s requirement.
It is the same mistake committed by call center executives. Though the question is not wrong, the timing of the question is surely wrong. It is here necessary to pay attention to contact center solutions.
The answer is obvious. But this question would not serve the company's purpose because the customer is not yet clear himself whether the problem is resolved by the executive or by the process the executive suggested. The customer needs to hang the call and get the things done to realize whether the problem has been resolved.
What should the company or the Customer Service Executive do in this case?
Well, experts in call center outsourcing suggest different ways to understand whether the customer's problems were resolved completely. Primarily, they should understand why did the customer face such an issue? If this question can be answered, the company needs to resolve the issue as soon as possible. It would reduce the efforts of both the customer and the company (the effort of the customer service executive who has to handle the aggrieved customer and their fury).
It is better to outsource customer support than to have an in-house team. In the most likely situation, the issues cannot be resolved so that the problem would not exist in the first case. Thus, the customer executives and the company need to give a standard time. If the customer doesn’t reverts the call, the company can close the complaint and realize that the customer's complaint has been resolved fully.
The customers' problems can be registered for generating content for the company. So the customer executive can ask questions such as why the customer faced such an issue or how the customer thinks the problem can be resolved, among others. In case the customer keeps on calling with the same problem repeatedly, the company surely needs to review the content offered by the customer service executive.
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