Have you ever heard of the saying, ‘All good things come to those who wait’? Well in certain instances, this may well be the case, but in other instances this certainly isn’t! Imagine you’re waiting in a queue for half an hour and it’s your turn to talk to the advisor at the end of the phone, only to hear the words, ‘Can you hold please?’ Infuriating isn’t it? At one time or another, many of us have experienced or will experience this common frustration…being kept waiting at the end of the phone.
Good customer service is crucial to maintain customer satisfaction, confidence and loyalty. Sometimes the processes in place do not work and can unfortunately result in a poor customer experience.
The consumer champion ‘New Which’ conducted an investigation into sixteen energy companies and the durations they were placed on hold. They contacted the companies at different times of the day and found that the durations varied widely-between twenty one seconds to twenty-nine minutes!