Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions.
Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common customer service myths that prevent them from delivering the exceptional customer experiences they truly want to have and that they customers expect.
Too often, organization leaders fall for the common customer service myths that sound correct, but in reality leave the organization exposed to flaws in service delivery that ruin customer experience and leave customers wanting more.
For example, many organizations believe that if customers have a problem, they’ll contact us and complain, right? Wrong. The fact of the matter is that nearly all customers who feel like their service provider didn’t deliver according to customer expectations simply suffer in silence.
So while fewer calls to your call center could mean fewer problems to handle, it doesn’t necessarily mean that there aren’t big problems in your service experience. While those fewer calls result in fewer costs to serve customers, it could also mean fewer opportunities to generate future revenue due to customers choosing to go elsewhere the next time they make a purchase.
5 Most Critical Customer Service Myths
In this infographic by Desk.com, we see 5 of the most common customer service myths that are keeping organizations from truly delivering an exceptional customer experience.