When those tasked with answering calls and assisting with customer service do not feel compelled to do so, the entire operation can suffer. Unfortunately, this is the case in organizations across the country. According to a new study, customer service is poor at many companies because, quite frankly, the employees just don't care.
Management consultancy Bain & Co analyzed over 2,000 employees from around the world and found that the further down the corporate ladder, the less individuals care about doing their specific jobs. This is disconcerting news for businesses with internal customer service teams tasked with fielding calls.
When a customer contacts a business — regardless if the nature of the call is positive or negative — the employee on the line has a responsibility to represent the company with the utmost politeness, professionalism and, most of all, passion. If your employees lack in any of those areas, they risk damaging the face of your organization.
While the situation is bad, an article in Forbes suggests there is a possible silver lining. According to contributor Roger Trapp, customer expectations are generally low, meaning companies that take any initiative to improve customer service engagement might be able to overtake their competition.
"The good news is that because employee engagement levels are generally so low at the front line any company that tackles the issue seriously stands to enjoy a substantial competitive advantage," Trapp writes.
This can be done by partnering with an answering service that specializes in managing customer calls with knowledgeable, engaging and passionate staff members. These professionals know it's their duty to assist callers and showcase that with every call they answer.