It is no secret that bad customer service has a direct impact on your bottom line. If you can’t offer the level of dedication to your clients that they expect, or are inconsistent in the delivery of this, people quickly take notice and may just determine that what you offer may be better obtained from a company whose service levels mirror the quality of their product.
When it comes to customer service, automated reception seems to be a big pain point. Calling a company and having to go through automated response after automated response, pushing #1 repeatedly rather than having an actual person answer the phone, can quickly cause customers to become frustrated, and more often than not results in irritation by the time they reach a voice at the other end the line. By this point, not only does that employee need to deal with the issue at hand, they are already behind the line because of the customer’s annoyance as a result of the time it took to get to them.
On the other hand, when a customer calls in and is able to actually talk to someone with very little automated go-between, the relationship between client and company is inevitably strengthened. The ability to explain a problem, or to receive real problem-solving advice easily has a very positive impact on overall satisfaction. It also saves time because no one is stuck dealing with the escalated resentment that results with the previous scenario!
Sure, it is easy to understand why automated phone systems are so popular with so many companies, and it has become all too easy to write off those customer service complaints in exchange for the cost-savings typically caused by the switch to automation. However, in most cases this is also a case of short-term gain for long-term pain; it is never a good idea to agitate your customers, and if there isn’t a pulse at the end of the line, those short-term profits can actually mean a drop in overall customer satisfaction and an increase in your competitor’s customer base.
In the end, if a customer is calling in to speak with a representative of your company, they don’t want to speak to a machine – they want to speak with a representative of your company. Unless you offer the most basic service in the world, a machine is not likely to have the answer your customer is looking for, and as a result they may just go where they can speak to a human being rather than a recording.
At Packaging Technologies Inc. we take customer service seriously. We are committed to providing the highest level of customer satisfaction, and when you need to speak to us, we are here to speak to you! Contact us today at 1-800-303-5883.
