Today I want to talk about customer service, specifically regarding people contacting you or reaching out to you with questions or issues. Customer service is one of the make-or-break aspects of a company. They make people love or hate your company. Depending on how it goes a person may be less likely to buy from you in the future, or at the very least not recommend you to others.
There are one or two companies I absolutely dread reaching out to because it has become consistently increasingly difficult to understand the people I speak with, either on the phone or virtually, and therefore to get my issue solved (I recently had one of them tell me the issue with my account was that I was shipping to 3 locations that are nowhere near any locations I’ve ever shipped to, which I told them was absolute bunk (to be polite), and hung up).
Recently I shared an article about the 55+ demographic and their careers with my newsletter subscribers which got me thinking about how they’re living longer and wanting/needing to stay in the workforce for longer. Can they be part of the solution to poor customer service?
They have a better grasp of language than most people do, light years better than those who are taught a second or third language for (cheap) customer service purposes. Many are also very friendly and can add a great level of personal touch to what can be challenging moments. Many of them have great minds and can be taught to use the computer and knowledge that’s on it to perform the simple tasks that customer service typically deals with. They can work from any location thanks to today’s technology, and it may even add some extra benefits like increasing socialization and helping with consistent income to help with end-of-life expenses and more. I would say those are some pretty convincing reasons why you could add some older adults to your customer services.
If you currently outsource your customer service to someone in some other country, I encourage you to consider if you’re really doing your company a service by doing this or if you’re hurting it. There are ways that you can spread the love through your business and the people you interact with, what are you doing to spread love?