Consumer Reports Reveals What Americans Hate Most About Customer Service

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In our increasingly technology-focused virtual world, businesses large or small are expected to be ‘always-on,’ ready to attend to customers 24/7 regardless of office hours. And ‘always on’ means that a live representative of your business answers a customer’s call, not voice mail.

Here’s proof. The Consumer Reports National Research Center surveyed 1,016 adults about the most irritating aspects of customer service using a scale of 0 to 10, from “not annoying at all” to “tremendously irritating.”

At the top of the list, 75% of those polled said the most irritating customer service experience is when they “can’t get a live person on the phone.” And “customer service is rude or condescending” tied at 75% for the leading complaint. A “long wait on hold” and “many phone-menu steps needed” both ranked 66%.

So what’s a business to do to stay competitive and deliver prompt customer service, even if the staff is already stretched too thin? Many businesses are finding the solution by hiring live answering services to manage their call volume, 24/7, 365 days a year.

Call centers have the technology and staffing to handle large call volumes, and receptionists are trained to answer all customers calls quickly and courteously. The receptionists will also be trained to assume your company’s image and answer routine questions about your business with custom scripts and screens. They’ll also be able to discern when calls of a more urgent nature need to be directed to a specific staff member.

An answering service ensures that you never miss a call, and your customers are always greeted quickly by a live receptionist whose job description is to deliver excellent customer service. Your customers will not be put on hold, and will not have to jump through the hoops of an automated response with too many prompts. Meanwhile, your staff can focus their time and energy on taking care of—and growing—the business.

Surprisingly, answering services can also save your business money. You get all the benefits of an in-office receptionist anytime of the day or night, and without the financial burden that comes with hiring a new employee. What may even be more priceless is knowing that your business isn’t contributing to what 75% of people hate most about customer service. You’ll be part of the 25% solution delivering customer service love.

If you’d like to discuss how virtual receptionists might serve your call answering needs, contact Voice Link of Columbus, Inc. We offer month-to-month service agreements to meet the needs of any business regardless of size. Secure HIPAA/HiTech messaging, appointment scheduling, and customized communication solutions save you time and money while optimizing customer care. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.

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