Customer Care. There's only one boss: the Customer

“There is only one boss: the customer. And he can fire everyone in the company, from the president to the janitor, simply by taking his money elsewhere,” said a character I admire greatly, Sam Walton, founder of Walmart, during a training program for his employees.

Never were words more accurate!

And never as much as today do they feel like they fit me perfectly, thanks to those automated voices of some Call Centers… I and they are “not on speaking terms”.

I would like to understand how many of us enjoy those broken records of toll-free numbers inviting you to go to their site to register, because only and exclusively in that way can you get the answers to your questions.

If I, as a customer, call a company for clarification, the instant I dial the number, it seems obvious, clear, and almost elementary that I want to speak to a physical person, one in the flesh, or at least that they give me the possibility to do so.

It will probably be a sort of return to the origins or, much more simply, the human voice, in a historical period where we are all already “too far apart”, is more comforting and familiar, or, again, certain arguments are easier to address by phone, rather than wasting hours on a site looking for the right tools.

The fact is that the electronic nursery rhyme annoy me quite a bit, especially when it exclusively provides the possibility of interacting with an automated voice that sends you from one number to another, proposing to press 1 if you need “this”, 2 if you need “that”, 3 for who knows what else and the subset of 1 or 2 or 3 for further details.

Customer Care: the right tool for the right customer

Now I certainly don't want to take away the merits of web chats, which, by the way, I also use when I need an immediate response; but I imagine a person like my father, for whom it would be easier to translate Ostrogoth than the word account, who has to open the site and… REGISTER to get answers.

But let's be optimistic and assume that my dad is super smart and succeeds; then what happens?

Drum roll: they send you an email or an SMS that you must confirm to activate the registration! That message sent him into a crisis. He had ONLY and EXCLUSIVELY to click, but he was afraid of doing the wrong thing so he ran to me… “maybe it was a virus!” he blurted out!

“There is only one boss: the customer” is the key phrase for every great Customer Care.

Listening and dialogue: the strategy to improve the Customer Experience

I am convinced that EVERYONE SHOULD get answers to their questions, especially since these EVERYONE are exactly the customers that Brands cannot afford to lose just because they are not part of the digital world.

The first value of our Customer Care service is precisely a high capacity for listening and dialogue.

Voice & Web's objective is to understand and resolve customer needs, collect and provide information so that the occasions of contact with the Brand are solely a positive and effective experience.

We provide personalized assistance with competent technical answers and solutions thanks to all of us, our team, and our continuous preparation and training.

We are people and our goal is to help other people… a friendly voice, a kind voice, a prepared voice there for you.

That's why my Customer Care Service at Voice & Web is different and I'm proud of it.

Article by Simona Di Iorio Sales Assistant for Voice & Web.

Voice & Web's sphere of activity ranges from Customer Care, Customer Satisfaction, Customer Relationship Management (CRM), to the facilitation and guidance of the Customer in eCommerce activities and processes, to improve their user experience.