What are the reasons for poor customer support?

    No one wants customers to be unsatisfied, but why do so many people complain about poor service? 80% of companies say they provide outstanding service, and only 8% of customers agree with this. We are going to summarize for you the main reasons for the poor customer service.

    Long wait for a response

    Wading through a confusing IVR and then hanging on the line for several minutes awaiting an employee's response is humiliating, at least. Your call is very important to us - are you kidding me? With e-mails, the situation is no better - often the feeling that they fly into the expanses of the World Wide Web and disappear in the dark, and never reach the addressee.


    • The insufficient number of employees to provide customer support is one of the biggest problems. Companies save on staff, but lose customers who never got through and never received a response. For small companies, this is disastrous. And if only recently giants could afford it, now ignoring the trend of quality service, attention to the client, even monopolists will be more difficult.

    • Lack of a call processing system. The call distribution system is incorrectly configured, and the letters all fall into one heap without sorting and prioritization.

    • The interaction between departments is not debugged. Solving a client’s problem is not only a help desk. The process when a client’s request wanders from department to department must be strictly regulated, otherwise the client risks never getting an answer.

    Lack of help

    Explaining the problem repeatedly to different people is not a pleasant experience. Switched to one, second, third. As a result, no one helped and was sent to write a complaint to the office. The fewer employees involved in resolving the issue, the happier the client.


    • Low-skilled personnel at the start. A support service is usually seen as a starting position - often you do not need any work experience or education, it is enough to have no speech defects and be able to print on a computer. As a result, the client often creates a fair feeling that they "take everyone from the street in a row." In my opinion, when hiring, instead of a meaningless interview “who do you see yourself in 2 years in our company?” It’s enough to ask
      1) to write a dictation, but rather a mini-essay;
      2) pronounce the words “ringing”, “means”, “contract”;
      3) solve a practical case.

    • Poor training. In large companies, a week or two of training before going “into battle” is the standard. But even here fatal mistakes are made:
      -will fall out of the theory and do not devote enough time to practical tasks
      -the important points are left for "independent study"
      -no psychological preparation

    • Lack of freedom of action. The employee on the first line of support, as a rule, "does not solve anything." He has a script from which he will not depart, even if they put a barrel to his temple. Support ceases to be support in this scenario. The client understands that they will not solve the non-standard problem, he is angry and calls the employee a “stupid idiot”.

    Impolite and indifferent employees

    - Here is your reference, hold it, but no, lunch.
    “But you already handed it to me.”
    - Lunch.
    - Yes, she is in your hand.
    - Young man, I close the window.


    Motivation Problem. I worked in three support services and nowhere - never said what my mission value is? We were told: the client is important, everything is for the client, we are a client-oriented company. We were forced to work on the script, frightening us with poor grades and lower premiums. Nobody ever said - guys, you are professionals, you are doing a great job, study and be the best, so that everyone is equal to you. Tell us that this is not just work, that it is a vocation, that only a full-fledged person can give something else - employees must work consciously.

    It demotivates the lack of evaluation criteria, the monotonous mechanical work when you can’t prove yourself, the lack of prospects, additional training. Even if your company does not have the possibility of career growth, no one bothers you to “pump” employees. Have a Russian lesson — let them finally learn how to place commas, psychology training — so that we better understand people and know how to work with different types of clients. Professional development motivates and enhances self-satisfaction, and a happy employee will make your customers happy.

    Moving from understanding the reasons to the solution, we conceived a tool that will establish the work of a support service and help companies and customers get closer. We are glad to announce that he is ready in five minutes. Very soon we will tell and show.

    Also popular now: