IMF Business School · Masters in Marketing and Digital Communication Become a professional with the best school to study digital marketing in person or online, Course on e-Marketing at CEF.- Center for Financial Studies, To learn about E-Marketing, identify the strategies, their implementation and their success stories, Who more and who less has their history. You called or wrote a company customer service and they couldn’t fix your problem. Possibly, they have made you jump from one operator to another, telling the same story over and over again. Perhaps he did not get them to understand him, no matter how much he repeated his problem. And he almost certainly ended the conversation in a high level of frustration without having fixed anything. Do customer service templates have a problem solving consumer problems?
In general, it could be said that companies have a problem in how their customer service workers cope with their working hours. According to a Gartner study Peru Email List one in three customer service workers is truly connected to their work. The other two are shown neutral or disconnected. That is to say, it is either a job that they do without more or one that they directly hate. Either way, this leaves most customer service workers in a negative position, which will also be a long-term problem.
According to Gartner statistics, these disenchanted customer service workers are 84% more likely to be looking for a new job than those who are connected to their work. Even those who are not totally burned out and show themselves in a neutral position are more likely (43% more) to be looking for another job than connected workers. The company is thus facing a potential very high staff turnover, but it is also exposed to not very positive behaviors in customer service work. Gartner estimates that the behavior of these jaded workers implies a workload three times greater for the department than that generated by happy workers. This occurs because they tend to fail to solve problems in a first contact, they do not usually reduce the number of steps that the consumer must take and they tend to cause consumers to have to repeat the information several times. The experience for the consumer is thus poor and for the customer service team ineffective.
Why are these workers burned,
This is very bad news for companies, for which customer service has become a key element in connecting with consumers (and little new for any customer who has had to deal, for example, with customer service from a telecommunications operator). Gartner has not exactly delved into the reason for this situation, although it has established that it has nothing to do with the crisis or teleworking. According to their estimates, this disconnect between customer service workers and their companies is marked by the existence of unclear objectives or that collide with reality, little clarity on how these professionals should work to respond to the needs of the company and ” a general lack of support for the well-being of “customer service representatives.”