Timing, as they say, is everything. Your customers can have an amazing experience with a plain old telephone service that stays with them, but if it leads to a necessary last-minute change in the time frame in which only certain hours are available for work, then they might start to have doubts. Everything is connected.
Forbes writer Adrian Swinscoe addresses this in a recent piece about the problems that customers face when forced to contend with what may be an overly strict schedule system that you may not be aware of. There have to be ways to coordinate the needs of people on both sides to keep things on track and focus on getting the issue resolved.
Swinscoe recounts the inconveniences he experienced in waiting for a bed to be delivered. Your customer service company needs to remember that others will have their own agendas and might not be able to easily negotiate a specific window of time.
"First, the bed company called and moved the delivery time, on the day of delivery, from the agreed morning slot to the afternoon delivery slot," he writes. "Then, they called back saying that they would need to reschedule delivery as one of the delivery men had realized that the bed was missing parts and, therefore, they wouldn't be able to fully assemble it."
It's not always easy for your clients to set aside the time needed to be there for certain services, and if you utilize a call center that values their time as much as yours, the customer might gain greater respect for your business. It's understandable when problems and setbacks arise, but communication needs to be maintained as much as possible.