Customer service is often missing one important step in recent times. The act of providing a warm greeting is falling out of favour, as it is without a doubt still the most effective way to instantly engage your customer. It welcomes them to the store, makes them feel comfortable in the environment and opens the line of communication between customer & staff member.
There are two camps in this world. One filled with business owners fighting to compete and get at least 10% of revenues to stick to the wall, and the other filled with non-business owners. If a customer is also a business owner, you’re lucky because they “understand”. But most people aren’t, and they do not care that VOIP makes it possible for your business to operate. They just want to talk to someone. They have specific questions, issues and concerns that are not answered with the content “on the website”. Offer clients the chance to be assigned a customer service representative.
Any customer will admit that messages to listen to are better than blaring, tinny music or a “Your call will be answered shortly” loop. But there are some things that entice customers, new and established, to hang up. Remember that consumers have a global marketplace to find what they need so it is even harder to prevent hang ups that it used to be. Once a business has invested in an on-hold message program, it needs to be sure to use it effectively.