Is slow customer service really that bad?

Faith Ocampo Published on September 2, 2016

businessman holding up wristwatch

Everybody says speed is king in customer service. Do you agree?

You’re probably already tired of hearing customer relations experts going on and on about speed. The case for fast customer support is strong and made more prevalent by the rise of smartphones and an ever-widening Internet penetration. These innovations rapidly altered customer expectations. Nowadays, there’s no more room for slow services.
Or so we think.
Of course, no business guru would encourage you to deliver poor and inefficient support. In the same way, however, no one would advise you to jump into the speed bandwagon and lose sight of the other things that matter. Unfortunately, however, a lot of brands have fallen for the speed trap and they’re not generating great results.

business executive holding wall clock to chest

This obsession with speed, although alluring at first glance, may be separating customers from brands. Those who subscribe to the “get them in and get them out” customer service principle are losing the opportunity to get to know their clients in a more personal way. At best, the result would be fast issue resolution. But the unintended resultsโ€”a less humanized and a less delightful customer experienceโ€”pose serious threats to your brand.
Being deliberately slow and taking your time through each transaction isn’t always a sign of incompetence. It will allow you to spend more time with consumers, make them happier, and optimize the way you resolve issues.

Spend more time with consumers.

Just like real-life friendships, building customer relations take time. Hurrying customers out the door is therefore not only counterproductive but also rude. On the contrary, call centers that intentionally take longer on calls and other types of transactions are able to get to know their customers in a more personal way. Agents discover more things about them, allowing them to find a common ground. It can be instantly uplifting for customers to find out they have similarities with the one resolving their issue.
Small things like this can go a long way. They make the customer experience unique and much more memorable

Focus on consumers’ happiness.

What boosts customer satisfaction is brands’ willingness to devote time for their customers. As social beings, we all crave fun and light interactions. Humanizing customer support by focusing on customers and talking to them even for just a bit longer are great ways to make them feel cared for. This will allow you to gain not just their approval but also their trust.

Fast isn’t always best.

It’s true that there are instances when fast is the only thing you should be, but most often, speed matters only for transactional issues. Examples are product delivery, account info updates, and password recovery. When processes that are supposedly efficient aren’t, there’s no doubt that customers would end up frustrated. So, reserve your ability to act quickly when these cases come up. Otherwise, rushing to resolve complex issues may not only dampen the customer experience but also lead to unsuccessful problem solving. In agents’ mission to ace first-call resolution or reduce average handle time, they may recommend solutions that fail to target the root source of the issue.
Slowing down your customer service may not seem like a good idea at first. However, if you know when you must be fast and when you must take your time interacting with customers, you’ll be able to enhance the quality of the relationship you build with them.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Stress is common among #CallCenter agents.
But night shift agents experience twice the amount of stress because their work schedule disrupts their normal sleeping pattern.

Here's what you can do to help your night shift agents: https://buff.ly/3P1qkt3

----------
We foster a culture of employee care, with opportunities to grow and thrive: https://buff.ly/3P0nT9Q

#WeSpeakYourLanguage
#CallCenterManagement #EmployeeManagement
Open Access BPO 2 days ago
Brands occasionally opt for #crowdsourcing to manage their #ContentModeration needs, covering everything from #SocialMedia content to customer reviews.

Sadly, trusting user-generated filters can be risky, affecting your:
Brand reputation
Customer experience

Learn about the risks and real-world examples of brands that faced challenges due to inadequate moderation: https://buff.ly/3SYvNSA

----------
Outsource your brand's content moderation needs to a trusted #BPO empowered by multilingual expert: https://buff.ly/3SYvPKc

#WeSpeakYourLanguage
#ReputationManagement #CX
#CustomerExperience #BrandProtection
Open Access BPO 3 days ago
๐—•๐—ฟ๐—ฎ๐—ป๐—ฑ๐˜€ ๐—ป๐—ฒ๐—ฒ๐—ฑ ๐˜๐—ผ ๐—ฐ๐—ผ๐—ป๐˜€๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—ฏ๐—ฒ๐˜€๐˜ ๐—ฝ๐—ฒ๐—ผ๐—ฝ๐—น๐—ฒ, ๐—ฝ๐—ฟ๐—ผ๐—ฐ๐—ฒ๐˜€๐˜€๐—ฒ๐˜€, & ๐˜๐—ฒ๐—ฐ๐—ต ๐˜๐—ผ ๐—ฏ๐—ฟ๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ ๐—ต๐—ถ๐—ด๐—ต๐—ฒ๐˜€๐˜-๐—พ๐˜‚๐—ฎ๐—น๐—ถ๐˜๐˜† ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ฐ๐—ฒ๐˜€ ๐˜๐—ผ ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€.

Their goal is twofold:
โ€ข to please customers and retain them; and
โ€ข to differentiate themselves from competitors.

However, even with the right strategies, one customer service blunders can quickly turn a customer's experience sour.

Here are the #CX mistakes that can ruin your efforts: https://buff.ly/3T9AN8c

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/42TUVhR

#WeSpeakYourLanguage
#CustomerService #CallCenters
#MultichannelCallCenter
Open Access BPO 3 days ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from ๐—ฝ๐—ผ๐—ผ๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฑ๐˜†๐—ป๐—ฎ๐—บ๐—ถ๐—ฐ๐˜€ and ๐—น๐—ฎ๐—ฐ๐—ธ ๐—ผ๐—ณ ๐˜๐—ฒ๐—ฎ๐—บ๐˜„๐—ผ๐—ฟ๐—ธ, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/48pvHJr

----------
For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/48uy4dJ

#WeSpeakYourLanguage
#Customerervice #EmployeeManagement
#CX #CallCenterTraining #OutsourcingCX
#CustomerService #CallCenters #CSat
#CustomerCentric #HappyCustomer #productivity
Open Access BPO 4 days ago
๐—ช๐—ฒ'๐—ฟ๐—ฒ ๐—ฝ๐—ฎ๐˜€๐˜€๐—ถ๐—ผ๐—ป๐—ฎ๐˜๐—ฒ ๐—ฎ๐—ฏ๐—ผ๐˜‚๐˜ ๐˜€๐—ผ๐—น๐˜ƒ๐—ถ๐—ป๐—ด ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€ ๐—ฝ๐—ฟ๐—ผ๐—ฏ๐—น๐—ฒ๐—บ๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—ฎ๐—ฑ๐—ฑ๐—ถ๐—ป๐—ด ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฒ ๐˜๐—ผ ๐—ฝ๐—ฒ๐—ผ๐—ฝ๐—น๐—ฒ'๐˜€ ๐—น๐—ถ๐˜ƒ๐—ฒ๐˜€.

Open Access BPO improves customer, user, and digital experiences, to help you create meaningful connections with your global market.

We provide a broad range of outsourcing solutions including customer experience, content management, back office solutions, and knowledge process support. Our multicultural experts deliver these 24/7 services in over 30 languages from our six sites across Asia and the United States.

Contact us today:
www.OpenAccessBPO.com
+1.888.888.1519

- - - - - - - - - - - - - - - - - - - -
#WeSpeakYourLanguage
Open Access BPO 4 days ago
Call center agents have certain qualities that may be overlooked by team leaders.
Many of those are just as important in empowering them to ensure #CustomerSuccess as effective #CX reps.

๐—›๐—ฒ๐—ฟ๐—ฒ ๐—ฎ๐—ฟ๐—ฒ ๐˜€๐—ผ๐—บ๐—ฒ ๐—ฐ๐—ฟ๐—ถ๐˜๐—ถ๐—ฐ๐—ฎ๐—น ๐—ฏ๐˜‚๐˜ ๐˜‚๐—ป๐—ฑ๐—ฒ๐—ฟ๐˜ƒ๐—ฎ๐—น๐˜‚๐—ฒ๐—ฑ ๐˜€๐—ธ๐—ถ๐—น๐—น๐˜€ ๐˜๐—ต๐—ฎ๐˜ #๐—ช๐—ผ๐˜„๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—น๐—ฒ๐—ฎ๐—ฑ ๐˜๐—ผ #๐—•๐—ฟ๐—ฎ๐—ป๐—ฑ๐—Ÿ๐—ผ๐˜†๐—ฎ๐—น๐˜๐˜†: https://buff.ly/3Tcdtqf

----------
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/3uWmydr

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO