A Standard Customer Support Procedure
It’s just a waste of time!
That is what many customers end up saying when placed on the other end of a routine customer support procedure. Frustrated customers hanging up or yelling on the phone are all part of the day for most CSRs. Both parties end up feeling annoyed and de-motivated.
An Interminable process
In the standard web-based procedure, most customers e-mail the customer support team either directly or using the web-based form. On day 1, a CSR receives the mail. It takes her a day to get to the question due to the existing workload. She responds on Day 2.
By this time, the customer is growing impatient. He finds that the e-mail doesn’t completely answer his question. On Day 3, she calls up the CSR team which is still unable to resolve the query. Finally, on Day 4, a senior manager steps in and resolves.
Process Resolved but No Satisfaction
But, by this time, it is too little to satisfy the customer. The length of the process, the going back-and-forth, the searching for answers has all irritated him. Even though his query is resolved, he is still likely to badmouth the company to others.
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