Published: DECEMBER 19, 2010
Whether we are selling legal services or widgets, all of us have clients or customers. What’s your personal customer pet hate? I really hate being passed from pillar to post and having to repeat myself endlessly. It seems that I’m not the only one. A recent You Gov survey discovered that 26% of those interviewed said being kept on hold was the most annoying customer care experience, with 25% hating being forced to ring premium rate numbers. 15% felt having to make multiple calls to sort a problem was the pits, and a further 10% shared my hatred of having to repeat myself over and over again as their worst customer service experience.
The grumpy over 55s were apparently less patient than the 25-34 age bracket [no surprise there then]. As a law firm Bonallack and Bishop is really keen to improve our client care and we tend to act more for over 55s than the younger age bracket. There are clearly lessons for us in this research. We already had an existing “speak to real people – no voicemail” policy and recently we have very successful introduced an outsourced call answering service to pick up any calls that would otherwise have been missed when our existing telephonists were occupied on other calls. But there is clearly more that we can do — what about you? Care to share your ideas, successes or failures?