How frustrated do you feel when you give a call to the Customer Care and
you end up with worst experience and I am sure you must have felt few
things in a fraction of seconds, like:

1. Why the hell did I called the Customer Care number.

2. Why Companies don’t recruit agents who can speak well and have
proper knowledge.

3. And finally, most important point, why the hell I opted for this
product from xyz company.

And we all have experienced this pain and are experiencing on daily
basis, so what is the solution, should we stop buying the products
where we end up calling their service desk for the support and help or
should we go for products where we get support at our doorstep.

Main reason for companies to lose their business in today’s
competitive hush and rush is because of their Product which is not put
through various quality checks (as we know example of Samsung) before
launching in the market and secondly, their customer care department.

Let us focus on Customer Care Support or Service Desk support people.
Why are they so rude or why don’t they have knowledge of the product
which they are supporting, why are we loosing focus on this important
aspect of the business.

I remember in 2002-03 when there was boom in Call Centre business and
culture, employees who used to work there were so passionate and
enthusiastic about serving their customers and clients. Training which
used to be provided after joining was at least for 2 months including
shadowing period. People used to love their job and jump for
competitions. I myself was part of such company where I grew from
Technical Agent to Team Lead and I am sure most of you would have
already lived that life. We were so focused towards customer
relationship and providing the best support. Customer’s used to love
the support and never wanted to leave the product and the company
which owned it, so we used to end up providing Loyal Customers to our
Clients.

Where are those days, why customer care now is so pathetic and
non-supportive?

So, here are few tips for Service Industry and Product based
Companies:

– Work on your product and make sure it is tested and do go through
various quality checks.

– Hire resources for your support desk with good understanding and
communication.

– Train the Service Desk agents on Product, Policies and escalation
matrix.

– Make them understand what Customer means to them.

– Most important, give proper training on Communication and Culture.

If we concentrate on above points, we will see change in our Customer
Behavior and have loyal Clientele

The goal as a company is to have customer service that is not just the
best, but legendary. – Sam Walton