In recent years, I feel as though my customer service expectations have risen tremendously. I am not completely sure why this is the case, but I know it has something to do with the technological advancements that our society has made. So many companies used to be able to get away with poor customer service because it was difficult for their customers to research them before hand, and harder for them to make the switch to a different company. Now, marketing is a two-way street; customers can post reviews on Facebook, Angie’s List, blogs and twitter regarding their experiences with companies. These customers can now project their opinions to thousands of people, if not more, and speak either highly or poorly of the companies with which they are doing business. Also, switching companies is now a matter of a quick and easy phone call. Companies can no longer get away with cutting any corners, and it has become a priority for many to re-vamp their customer service departments to ensure that they will not be brought down by negative reviews.
I bring this up because I recently had a bad experience with Verizon (shocker). My television service was not working and no channels were coming in. A message came up on the television providing me with a number to call about problems with my service. When I dialed in, the service rep that answered my call sounded dumbfounded when I mentioned that it was my television service that was out and not my telephone service. After dialing multiple extensions, speaking with five different employees, and waiting for twenty minutes, I finally got in touch with the right person who could help me. This experience that I had with Verizon left a bad taste in my mouth, and it got me thinking; poor and slow customer service is no longer an aspect that one must deal with when working with a company, but it is becoming unacceptable. I could easily rant about it on every form of social media and switch over to Comcast. Times are changing, and people are more engaged in the marketing process, so companies need to figure out ways to make things faster and simpler on their end to avoid people from ditching them altogether.
3CLogic uses the most efficient technology to make sure that every inbound call goes where it should be going on the first try (and not five times later). Our single user interface and CRM integration capabilities ensure that reps will have quick and easy access to all information relating to each caller and will be able to address any issue on the spot. We also make it easy for you to assess your overall productivity by viewing reporting tools such as average call times and average hold times so that your company can be as efficient as possible. Do not let your company lose customers due to slow and inefficient service. 3CLogic can help ensure that your customers will have the most positive experience as possible, which is something that they have come to expect.
