Hey buddy, I’m trying to make more money, not spend more money! I want more customers and less customer service!
That is how much people in India think, and many people in America are on the same track. But, are you on the right track? In the world of business you make more by giving more. Do you like to go to a restaurant that wants to charge you double, yet give you shrimpy portions? If it is a sushi joint, then maybe, but for other types of restaurants no! People want to go to a restaurant that offer reasonable sized servings, with above average food, and great service. So, don’t give less, give more, and then people will want to use your service more.
Instead of asking, how can you make more money, ask how you can offer a better overall experience for your customers.
At outsourcing companies, customer service is almost always low on the priority list. I have never gotten good service from an outsourcing company. Although I run an outsourcing site, I don’t really like outsourcing to companies. I prefer to get my own individual who I know and trust to do tasks for me. Maybe I might like outsourcing to companies a whole lot more if it were easier to get good quality customer service?
Good customer service is not rocket science. It just means having more people to answer your phones at more hours of the day who speak English clearly and who are trained to answer basic questions. It also means having people get back to you and give progress reports. And don’t think of it as spending double on customer service — think of it as STOPPING spending half of what you should be spending on customer service and finally spending what you should be spending. You might be able to raise your rates if you were offering the best service in town — think about it!
(1) Instead of asking, how can you make more money, ask how you can offer a better overall experience for your customers.