SOURCE: Eventus Solutions Group

Eventus Solutions Group

October 05, 2015 12:48 ET

The Importance of Service Standards to a Customer Engagement Strategy

DENVER, CO--(Marketwired - October 05, 2015) - In an era where customers have more choice than ever before, companies must differentiate themselves not only by the products and services they sell, but also by how they engage their consumers and customers before and after the sale. According to a recent Daily News report, 86% of consumers will stop doing business with companies because of a bad customer experience. On the other hand, 60% of customers are willing to spend more money with companies they believe provide an excellent customer experience. In a recent whitepaper, we identified twelve steps to take to achieve customer engagement excellence. Step 3 was adopting service standards.

Contact Centers by nature have always had a performance management focus, with many of the measurements being the primary indicator of the contact center’s service quality. Traditional metrics -- average wait time, average handle time, abandonment rate, etc., translate to customer experience in more qualitative terms like “they answer quickly” or “they are able to resolve my problem efficiently.” Customers expect service to be fast and efficient. And they expect most transactions, whether a simple address change or order fulfillment, to be completed instantly.

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