Customer service has evolved over the years, adapting to technological advances, changing customer expectations, and a deeper understanding of the important role that customer service plays in every organization’s success.
Along with that change comes a shift in some long-held beliefs about customer service. Many common assumptions just don’t hold up today.
In this month’s issue of Customer Communicator, the training and motivation newsletter for frontline reps, five customer service experts debunk commonly held beliefs about customer service. One of the hardest to get past is the notion that speed is the most important factor in good customer service.
While quick responses are essential, they should not come at the expense of high quality, personalized, and empathetic service. A common pattern that many fall into is to speak in brief phrases that can sound more like demands than requests. For example, saying “first name, last name” can sound harsh. Soften it up and instantly sound friendlier with “May I have your first and last name, please?”
Customer experience expert Blake Morgan sums it up when he says, “Speed is important, but customers appreciate thorough, thoughtful responses that address their specific needs.”
Five more fresh takes on customer service myths appear in the November issue of Customer Communicator.
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