Delivering Knock Your Socks Off Service by Performance Research Associates & Jill Applegate

Author:Performance Research Associates & Jill Applegate
Language: eng
Format: epub
Publisher: AMACOM
Published: 2018-10-31T16:00:00+00:00

Toward One-stop Service

There will be times when you have to “call in the cavalry” to solve difficult customer problems or requests, situations when you’ll have to transfer callers to experts in your company or get back to them after doing more research. But your chief goal should be to address customer issues in “one stop.” Nothing pleases customers like having their questions answered or problems resolved with one easy, hassle-free contact with your company.

The customer service research firm TARP in Arlington, Virginia, found one of the most important factors for customers in deciding whether to keep their business with a company was “providing a satisfactory response to questions or issues on first contact.” Customers don’t like to have to call back a second or third time to resolve their issues, nor are they thrilled by being bounced to additional contact points in an organization when seeking answers.

Be relentless in your efforts to satisfy customer requests in “one stop.” Strive to be like the service representatives at QVC, the world’s top televised shopping service, who are taught to transfer calls only as a last resort. The mantra at QVC is “one call, one person” and service reps are given the training and support to make it happen. “The last thing we want is for customers to have to call our centers back about the same issue,” says John Hunter, a QVC customer service executive. “Our goal is 100 percent first-call resolution.”

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