Outbound calls , frequent SMSs to market the products, untrained callers all these are making recipient of calls irritable.
On the other hand when we call inbound call centers to solve our problems ; punching of innumerable buttons, repeating the problems to every agents, line disconnect, again repeating the process - huge irritation.
When customers wish to approach any of the following issues, none can be handled without irritation ;
- Complaint Resolution
- Goods Return
- After Sales Service
- Mis-Sell
- Over-Sell
- Over- Bill
- Long Procedures
- Complicated Forms & Bills
- Complex Features
- Multiple & Unwanted Choices
Most of the activities rolled out by an organisation creates irritation. The main cause if lack of or no customer focus specially no end to end customer focus. No effort to step into the shoes of customer to design customer experience. No effort or mind for service design. No one in charge of end to end customer experience.
Map the customer journey, design the service, take rigorous customer feedback , read social media reviews, put someone senior enough in charge of end to end customer experience.
Convert your Customer Irritation quotient into Customer Happiness and you have won the customer for long, his repeat purchase, his higher pocket share, his referral contacts.
If you are not making your customers HAPPY , you are IRRITATING them.
