Very often while the companies are facing excessive load as against the capacity planned for, the companies tend to pass some of this load in the complimenting direction - which is to the 'Customers' themselves.
Focus on the below statements:
''Dear Sir, The following information is available under section ..... on our website. Request you to check the same''
''I request you to callback later as our systems are not working and we cannot access the information requested. Alternatively you could retrieve this information through XYZ channels''
''Sir, the following information is available on our IVR. Request you to access the same through the TPIN assigned to you''
''Dear Mrs.CCC, as we are facing huge call volumes, we request you to call back later or leave a voice message and we will call you back''
Please think - Has any one of the above approaches ever been adopted by you / your process ??
Given the above statements, what do you think is correct -
A. Is it right to redirect your customer to another channel of communication when what the customer wants the most is a human voice at the other end?
B. By providing the customer with alternate channels of communication is the customer happy with this agility offered ?
C. When the volumes are high it is okay to divert customers towards self - help options?
D. Are we right in saying - ''We offer Quality services?''
Request comments from the members.
Wishes,
Tina
