We have all read about the over-the-top customer service stories that have gone viral and if you are in customer service (which really, we all are), you have probably been told to model those brands. Well, I am here to tell you to quit trying to go above and beyond.
Yep. Stop it.
Research by The Corporate Executive Board Company (CEB) has found that contrary to popular belief, customers are not interested in “delight;” they are interested in quick and smooth (and fewer) customer service transactions.
The statistics in the infographic below are shocking because they contradict everything we thought we knew about customer service; we need to quit investing in “delighting” customers on the phone and strive toward reducing customer service contact.
But if you think about it, it makes sense, right? Would you rather speak to someone multiple times (even if in a very positive manner) about an issue you’re having or would you opt for talking to them one time and getting your problem solved right then and there? We’re all busy; most of us will choose one time.
Less is more.
Next week, I will share with you what your customers really want according to CEB research.
Until then, get ready to have your mind blown:
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Please include attribution to alleecreative.com with this graphic.