Just yesterday, we reported on the results of a NM Incite study that showed consumers appreciate speedy customer service – even if it means they did not receive the answer they were looking for. However, despite the survey's suggestions, there are stories that show some customers will wait as long as possible for a good answer – hours, even.
Shoe retailer Zappos is routinely heralded for its impressive commitment to customer service, and a recent story from Business Insider emphasizes that dedication. According to the report, the company recently broke its own record for the lengthiest known customer service call.
Representative Mary Tennant hung on the line with a talkative client named Lisa for a whopping nine hours and 37 minutes. The call wasn't all about products or services, and in fact much of it was just shooting the breeze.
"I took one bathroom break about two hours in. Kara Levy [another team member] took care of me by bringing me food and drinks. We talked about life, movies and favorite foods," Tennant explained. "Sometimes people just need to call and talk. We don't judge, we just want to help."
The previous record – set in 2011 by Zappos' Theresa Domingo – ran eight hours and 47 minutes, according to the report.
When measuring themselves against customer service heavyweights, other businesses don't need to feel obligated to spend hours on the phone to compete. They also shouldn't feel pressured to rush callers in the interest of speedy service, as the NM Incite study might suggest.
Ultimately, customers just need to know businesses are there to offer help when they need it, no matter how short or lengthy the call. Contracting a trusted outsourced call center that is available to provide a live answering service around the clock is the first step for companies that want to do more for their clientele.