In your opinion, what are the basic needs of today's customers? What are customers looking for in customer service?
Requires Free Membership to View
When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.
Hannah Smalltree, Editorial Director
When it comes to customer service, customers are seeking several things. Customers who are calling a call center with a problem have six basic needs:
Agents who can make decisions – Customers want to talk to an empowered call center agent who has the authority to help solve their problems.
Knowledgable agents – Customers want call center agents to be prepared with information so the customer doesn't need to provide it repeatedly.
First call resolution – Customers want their problems resolved as quickly as possible.
Respect – Customers want to be treated with respect and do not want to be taken for granted.
Empathy – Customers want to talk to a kind and understanding human being.
Fair resolution – Customers want the resolution to be fair; not arbitrary or one-sided.
Anything beyond this is great, but these are the main principles.
This was first published in February 2008