Should Halloween Mean Spooky Customer Service

Should there be a difference in how customer service is delivered throughout the year? A consistent quality of service should be your goal no matter of busy the CSR is. The number of calls vary by day of the week, time of day and time of the year. Staffing must be flexible so time of increased demand can be meet and the customer should not have a spooky experience.

A quick check of online and social media posts does show a number of “customers” who are happy to share their horror stories as they relate to spooky customer service experiences. How is your company represented in those online comments?

To be fair people are more likely to spread negative stories rather than positive ones. Just the nature of the monster. Not to be clowning around with a very serious business service… but can we ask again how “spooky” is your businesses’ customer service?

A summary of much of the research on the subject of complaints, show that bad emotions, bad parents and bad feedback have more impact than good ones. Bad impressions and bad stereotypes are quicker to form and more resistant to change than the good ones.

The negativity bias, also known as the negativity effect, refers to the notion that, even when of equal intensity, things of a more negative nature (e.g. unpleasant thoughts, emotions, or social interactions; harmful/traumatic events) have a greater effect on one's psychological state and processes than do neutral or positive things. In other words, something very positive will generally have less of an impact on a person's behavior and cognition than something equally emotional but negative. The negativity bias has been investigated within many different domains, including the formation of impressions and general evaluations; attention, learning, and memory; and decision-making and risk considerations.

What impression is your customer service having on your customers? Is that question spooky enough for you? 

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
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