What kind of actions motivate employee feedback When they receive negative feedback, nearly two-thirds of companies (63%) investigate to resolve the source of the issue, while 53% say they apologize to customers and 31% offer some form of compensation. Only 2% said there is no protocol or no action is taken. Courtesy and education are Mobile List the most valu aspects According to employees, what customers value most about customer support is courtesy and politeness (37%). Fast problem solving (25%), patience (13%) and good listening skills (9%) round out the top four traits valu by consumers, according to the experience of SMB employees survey by Capterra.
The other hand, from the employee’s own perspective, customer satisfaction (92%) is one of the most valu characteristics in relation to customer service. Employee well-being (71%), such as mental health and work-life balance, was also one of the most cite aspects. Majority see calls increasing Just over half of respondents say they have seen Iraq Email List an increase in the number of customer service calls (59%). Service calls have increas, according to officials However, according to the workers’ opinion, this does not seem to be a bad sign. Although, who say that the number of contacts has increas 34% attribute it to the fact that customers appreciate the support offer by the company and consider it part of their purchase.
Customers appreciate the support offer
Among the people who saw a reduction in the number of service calls. Although, the majority believe that this happen thanks to the implementation of online documentation, which covers most of the doubts (41%) of customers. Study highlights In this article, we investigate the panorama of customer service in small and medium-sized companies (SMEs) from the experience of their own employees, approaching from the main types of technology use to help the routine to the most valu characteristics in customer service. Below, we list some of the key findings. Although, According to employees interview, 51% of the small and medium-size companies they work for use customer service systems to support the area. 8 out of 10 (81%) offer self-service customer services.