One of the fastest ways for a business to begin hemorrhaging customers, and therefore money, is to consistently produce dissatisfied customers. While poor customer service has always been a sure fire way to make sure that an unhappy customer would tell their friends, neighbors, family, and anyone within earshot about perceived shortcomings of your business, in the digital age of social media, dissatisfied customers have an all new way to tell all of their contacts when they feel as though they have been treated unfairly by a business. It’s obvious, then, that customers leaving with a positive experience is more important than ever- which makes great customer services even more of a pressing issue.
Of course, providing excellent customer service can get very expensive, very fast. First of all, you have to stop and consider what your customer service will consist of- nearly everyone would agree that the bare minimum would require an employee trained in handling disgruntled customers and a phone line where they can be contacted by upset customers. Right off the bat you’ve incurred costs from paying an employee, costs for setting up that employee’s work station, and a monthly surcharge for the phone service. There is a way, however, to lower all of these costs without compromising the quality of service. Consider customer service outsourcing.
Customer service outsourcing is precisely what it sounds like, but you might not realize everything that the operation entails.
For example, think about how much time goes into finding, hiring, and training an employee to handle your customer service. Now, imagine if you could bypass this entire process and instantly hire an experienced customer service representative to handle this aspect of your business. Customer service outsourcing provides this service, letting you have incredibly good customer service with just a phone call.
Many business owners, however, are put off by what they might perceive to be a high cost for customer service outsourcing.
In the long run, though, most business owners find that outsourced customer service saves them money, mostly for the reasons already discussed. However, another aspect that can save you money is the fact that you have the option to only pay for your outsourced customer service representative when you really need them- while a customer service representative that you hire for your own business might sit around for huge chunks of time while not receiving any calls and, therefore, not really serving their purpose, many outsourcing services offer you the option to only pay for the time that your customer service rep is working for you. You owe it to yourself to explore outsourcing further.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.