In your opinion, what are the basic needs of today's customers? What are customers looking for in customer service?

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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

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