Who hasn’t heard this disclosure when calling a business via phone? Keeping in mind that a good percentage of customers will use the phone for ‘first contact’ with a business is key insight into reasons for their repeated or ceased business.
Barry Moltz, author of Getting Small Businesses Unstuck, states, “The most common complaint from customers is not that they are dissatisfied with the product or service they bought, but rather the post sale customer service. This is why 86 percent of customers take their business elsewhere.” Imagine 86% of your small business customer base going to your competitors because your customer service levels post-sale fall short of the expectations of people you’ve already met, made contracts or signed deals with? WOW!
Recording customer calls may help bring to light customer service issues your business is missing each day. We rely upon our esteemed customer service representatives to provide only the best quality service to our customers, but how do we make sure? There are many solutions available to businesses of all sizes, whether your customer service team is made up of just one representative, or thousands. Simply put, ‘checking tape’ can assist your business in determining why customers are staying or leaving you.
Remember, it’s not just what we tell our customers, it’s how we tell them…and who is making sure our tone and delivery is meeting our business’ expectations? Our customers!