Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Customer Pet Peeve #4
"Great idea to use an automated phone tree to save money. Too bad it doesn't work and you just lost me as a customer."
According the a 2011 American Express Survey, 67% of customers hang up out of frustration because they couldn't get to a real person. Many phone trees have dead ends or even places where the customer gets disconnected. Test your phone tree and test every branch of the phone tree to make sure it makes sense and has no dead ends or disconnects. If you are using a phone tree, make sure the customers with the most common inquiries are listed logically on the first branch to get to a live person as quickly as possible and so on. Sometimes, as an employee, you can be too close to it to see the potential pitfalls of your phone tree. Having someone from the outside evaluate your phone tree's efficiency will likely save your organization lost customers.