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
Call centers are melting pots of talent, bringing together individuals from diverse backgrounds and cultures.

While this #diversity fosters #creativity and innovation, it can also lead to misunderstandings and conflicts.

Here's a breakdown of the top 10 culprits behind #CallCenter clashes: https://buff.ly/3ROnIjJ

----------
Connect with an #outsourcing firm that provides great employee training and management programs: https://buff.ly/4cfPAVu

#WeSpeakYourLanguage
#CompanyCulture #EmployeeManagement
Open Access BPO 2 days ago
At Open Access BPO, we believe in fostering a workplace that celebrates #diversity and embraces everyone for who they are. This #PrideMonth, our Davao team kicked off the celebrations with a fantastic party at 199X Coffee + Bar!

The night was filled with love, acceptance, and performances by our LGBTQIA+ teammates and allies, showcasing their talents in a celebration of Pride.

Huge thanks to Open Access BPO Davao for spreading the love and demonstrating our commitment to a workplace where everyone feels valued and empowered to be their authentic selves!

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#UnitedByLove
Open Access BPO 3 days ago
Diversity fuels success, and #InclusiveHiring is the first step!
Discover practical strategies, success stories, and the power of embracing #diversity for better innovation and growth: https://buff.ly/3VEzO17

----------
Our recruitment and training practices are meticulously designed to ensure exceptional #CX: https://buff.ly/3VC9Xqx

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity #Diversity
Open Access BPO 4 days ago
๐—” ๐—Ÿ๐—ฒ๐—ด๐—ฎ๐—ฐ๐˜† ๐—ถ๐—ป ๐— ๐—ฎ๐—ฟ๐—ฏ๐—น๐—ฒ: ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—›๐—ผ๐—ป๐—ผ๐—ฟ๐˜€ ๐—”๐—ฝ๐—ผ ๐—ช๐—ต๐—ฎ๐—ป๐—ด-๐—ข๐—ฑ | https://buff.ly/3VA9DbQ

Nestled in the remote mountains of Buscalan lives Apo Whang-Od, the revered Kalinga tattoo artist whose artistry has transcended generations. Recently, Open Access BPO embarked on a special mission to honor this cultural treasure.

More than just ink on skin, Apo Whang-Od's tattoos represent a living tradition, a connection to the past, and a vibrant expression of Filipino heritage. To celebrate her enduring impact, Open Access BPO unveiled a stunning marble bustโ€”a permanent testament to her legacy.

----------
Our leadership team's visit to Buscalan to honor a cultural icon embodies Open Access BPO's commitment to giving back.

Interested in learning more about our values?
Contact us today at https://buff.ly/3RmBJVA

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
โ€ข brands need to gain a 360-degree view of their customers; and
โ€ข brands need to satisfy a large part, if not all, of their customers' needs.

One of the best ways to do both is to implement a multichannel customer experience management strategy: https://buff.ly/3XjU7lM

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: https://buff.ly/3XdUrCo

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 4 days ago
๐—™๐—ผ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐˜€๐˜๐—ถ๐—ป๐—ด ๐—ฎ๐—ฐ๐—ฐ๐˜‚๐—ฟ๐—ฎ๐—ฐ๐˜† is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/45fTyeF

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/45mgzML

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO