1st
2007
Quality or Quantity? Your Choice.
Does call time matter? Should you sacrifice 10 seconds of call time and leave a customer partially satisfied? If you want to get to more customers (quantity) you are forced to sacrifice those final few moments with a customer (quality).
Maria Palma at the Customer Satisfaction blog says, “Perhaps part of the reason is that old saying, “Time is Money”, which I think should be banned from all of our vocabularies.“
I couldn’t agree more with Maria. For some people, money is the driving goal for everything they do. This is not true with all of your customers. When they call your call center, usually they have a problem or want to place an order. Customers usually don’t call just to chat. If you spend a few extra seconds verifying that all of their concerns have been taken care of you’ll create a customer for life and leave them completely satisfied.
If that person on the other end does only care about money, they will be ready to get off the phone, but they won’t be able to fault you for being too kind.
I’ll leave you with this quote from Tom Vander Well. Tom says, “A World-Class customer experience can take a few seconds or it can take several minutes. A terrible customer experience can take a few seconds or it can take several minutes.“
Posted by Admin in Call Times, Customer Service with one comment.