In a recent column on the Huffington Post, Myra Demeter outlined a story of an ill-fated attempt to call to AT&T. It is a tale of frustration that should be all too familiar to anyone who has wrestled with an inferior customer service system. She describes in painful detail the process of moving between different levels of automated messages and then several less-than-helpful support employees.
"Had it not been for a kind-hearted AT&T repairman who went above and beyond his duties we would still be without a landline, stuck in the customer service labyrinth," she concludes.
Unfortunately, this is the type of scenario that often springs to mind when most people think of customer service. But it doesn't have to be. Many successful companies of all sizes can boast high satisfaction and the sort of customer service calls that are resolved quickly and effectively. That can be accomplished through a variety of ways, but chief among these should be a method of connecting users to a live operator who can quickly listen and respond to the caller.
Of course, pre-recorded menu lines have their uses and are to some extent a necessity. However, the more unnecessary partitions placed between a user and a live answering service, the faster they might be to abandon their call altogether and hang up. That sort of resignation affects both sides of the equation, and could come back to haunt the company in the form of negative reviews and bad feedback.
It's worth the trouble for businesses to seek out the highest quality solutions when it comes to call center answering services. The specifics of a particular practice's approach may vary, but the goal should always remain having pleased customers who feel no dread about calling again. Utilizing a professional can allow stressed companies a peace of mind with the knowledge that their callers will receive proper care.