Telecoms Should Conduct Waiting ‘Checkup’ to Avoid
Making Customers Bored and Annoyed
FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
December 9, 2005 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – At some point, most telecom customers end up waiting,
whether they’re on hold with a customer service representative or
waiting to be served in a telephone company’s customer service area.
That can lead to boredom and annoyance, the last thing any telecom
wants. “When telecoms make their customers wait
and wait, they’re stealing precious time from them,” says David Saxby,
president of Phoenix-based Measure-X, a company that specializes in
helping telephone companies improve their customer service and sales.
“That being said, most people don’t mind waiting as long as they don’t
‘feel’ like they’re waiting.”
Saxby recommends telecoms conduct a customer
waiting “checkup” by evaluating the following items.
-
What is the average hold time for a customer
before he or she can speak with a customer service representative on
the telephone?
-
If the customer is on hold, is there a
prerecorded message playing?
-
Does the recorded information they hear on the
telephone provide valuable or interesting information?
-
If a prerecorded message is playing on the
phone, is the volume too loud?
-
Some businesses have a talk radio program on
the line. Do you? This is a dangerous practice because of the
offensive style of many talk radio hosts or the nature of the topics
being discussed.
-
How long are customers waiting in the waiting
room of your customer service area?
-
Do your customers have something to do while
they’re waiting?
-
Do you observe customers glancing at their
watches while they wait? This is a major clue that they’re bored.
-
Is there a place for
your customers to sit or do they have to stand?
-
Boredom and annoyance settle in quicker when
people have to stand for a long period of time.
-
Do you apologize if
your customer encounters a lengthy delay, whether that be on the
phone or in person?
“Here is the most important question of all,”
Saxby says. “Is the service you deliver to your customers worth the
wait?”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
