Service teams struggle with incomplete information about the extent of interruptions, uncertain resolution deadlines, and the customer frustration being addressed. Service teams struggle with incomplete information about the extent of interruptions, uncertain resolution deadlines, and customer frustration with agents who can't control the speed of resolution. Agents become communication intermediaries rather than problem solvers, creating stress and inefficiency. A customer service agent doesn't hear anything from the company's 999,900 most satisfied customers, but they do hear from the 100 least satisfied customers.
These are the 6 most common customer service challenges that customer service agents face and how customer service representatives can respond to them and provide customer satisfaction whenever possible. I think that the most difficult challenge for me in an environment of emerging technology companies has been to make decisions in all aspects. When it comes to creating new functions for new departments, as the organization continues to grow, who is going to approve such an important decision? You know that money doesn't grow on trees, or else you wouldn't be working in a customer service call center. Of course, after enough challenging clients call you and say, “Do something about it now, cubicle drone that's useless,” it may be time to change your strategy before saying things you regret during a call that could be monitored for quality and training purposes.
