"Forget about the sales you hope to make and concentrate on the service you want to render."
— Harry Bullis
How many times have you hung up the phone because you were put into voice mail, or because you had to jump through "Press 1 for business hours" hoops, or because you were placed on hold for far too long? I'm sure that you've made a call and have been forced to listen to the following recorded message: "Your call is important to us. Please hold for the next available customer service
Many business operations have been automated at the expense of customer service. But it seems that the businesses that keep their customer service departments "human" often thrive.
Southwest Airlines is ranked as the number one airline in the United States, and they only use live human beings for their telephone customer service operations. Call 1-800-435-9792 and hear for yourself.
Automated customer service has been proven to drive customers crazy, and many times, to drive them away completely. Most people like to talk to a person, so when you or your employees hide behind an automated phone system
, your clients and prospects will get frustrated and move on to a competitor who uses a live operator. Why? Because using a real human as a customer service representative shows that the business cares more about how customers are treated.
Customer dissatisfaction will not only drive away prospective clients, but it will also drive up your marketing costs
. You will have to replace the customers you lose. It costs about 5 to 7 times more to get a new client than it does to keep an existing one.
What are you doing to make it more convenient for your clients to contact your company on the telephone?