[call center outsourcing services] 5 crm practices that annoy customers the most

A near-universal truth in the world today is that customers generally hate customer service. It’s a tedious and heated process that often ends with a customer vowing never to patronize a particular

company again.

In this sense, proper CRM is so important because it can create competitive advantages

for a company through smart customer handling.

To deal with consumers wisely, one must know what makes them tick, as well as what ticks

them off.

Thus, we list the five most annoying CRM practices for customers

Irate customers are impatient because making an inquiry or a complaint can take a whole lot of

precious time out of their schedules. And no, the automated message “your call is important to us”

does not fly because they don’t feel important when they have to hang on to a phone receiver for 20

minutes.

When customers can clearly perceive that no one knows who’s supposed to handle what, it shows a gross lack

of organization and training. And in the process, customers often have to repeat information they have

already provided multiple times, which can get extremely tiring.

It is particularly tiring when customers are promised a solution to a problem but are simply not advised until they bug the company again by calling or posting on its social media channels. In this sense, firms should

use available tools to ensure that interactions are properly recorded and followed up on.

There is a difference between sounding professional and robotic, and customers can tell. It’s annoying

because it tells them one of three things: the company didn’t really listen to the concern; it simple just

doesn’t particularly care; or it has no idea what to do about it.

When representatives pigeonhole problems into certain categories right off the bat, there’s a pretty good

chance that they end up tuning out some of the details that the customers are explaining. Consequently,

missing that information could end up being the thing that prevents the effective handling of the issue.

CRM is one of the biggest challenges for a business today given the sensitivity of

customers. But by learning to address their pet peeves, it earns their respect and gives

customer service representatives a much easier time.

http://www.spi-global.com/crm/our-services/customer-care/call-center-outsourcing