Customer Service and How it Affects the Customer Experience

Monday, October 25th, 2021

There can be an enormous difference between a business striving to offer great customer service on the one hand and delivering a great customer experience on the other.

Of course, in the best possible customer experience scenario, the customer services department will not have become involved because nothing went wrong. However, in the real world, problems do arise and the way in which customers are then dealt with will fundamentally impact a user’s experience and potentially retention rates for the business itself.

Always Maintaining the Customer Relationship

Whether dealing with general enquiries or complaints such as shipping delays, billing errors, or manufacturing defects, the customer services department must always maintain the relationship with the customer and strive to transform a potentially negative result into a positive outcome.

Quick Resolution When Things Go Wrong

When things do occasionally go wrong, customers want to be confident that a resolution is at hand. Being able to access customer services outside of normal office hours is a key component as not only is it is often more convenient for the customer but also the quicker a customer’s problem is resolved, the less likely they will be to broadcast their complaint using say social media.

Quick resolutions are therefore paramount, but it is also essential to make sure all communication channels are constantly monitored too, e.g., by answering every phone call and following up on emails.

Outsourcing Your Customer Services

Making customer services available 24/7 across multiple channels might seem cost-prohibitive for all but the largest of organisations, but there is an alternative.

By outsourcing part or all of customer services to an inbound call centre such as ourselves, any business can deliver an omnichannel solution that is both cost-effective and scaleable.

To discover how outsourcing could help your business create a better customer experience, just call mplcontact Sutton Coldfield on 0121 362 7001 for a no-obligation exploratory chat with one of our friendly experts, or alternatively, complete our online form by clicking the link HERE and one of our team will be in touch.

We look forward to hearing from you.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society