How To Balance Quality And Speed In Customer Service

This post has been extracted by Charing Kam from our e-Book, “How To Keep Your Customers Coming Back”.

The only guarantee in customer service is that at some point, your customers will have problems. How you handle those problems when they happen, however, is crucial. 

Let’s say a customer calls to troubleshoot for a problem they’re having with your product. You’ve told your team that their goal is to solve problems for the customer as quickly as possible to reduce the irritation it brings customers to be dealing with an issue for too long. 

Here’s the catch: 22% of repeated calls to customer service were related to the first call that was made. That means that roughly 1 in 5 customers will have to call a second time for a related issue. 

Instead of just focusing on managing customer service problems quickly, make sure your team is equipped to educate the customer about potential future problems.

The biggest cause of excessive customer effort is the need to call back. When creating an effortless experience, it’s important to focus not just on the speed of your customer service interactions but also on the quality of them.