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When A Customer Calls

What are the most important things that customers expect
from a call center?

When I call a help desk or tech support number I don't expect
to wait more than 10 minutes before my call is even answered
by a recorded voice. Customers don't want to wait. They will
voice out their displeasure. Filling up that waiting time with
ads about your product and promos is not going to add to a
better customer experience.

When I call customer service I do expect a resolution to my
concern and a fixed time when I will see that resolution. Else,
customers call back. It is a good policy to be honest about
resolution times and work flow. Explain to the customers why
this takes that long. State the company policy and the reason
for such a policy. Give the customer options, even third party
options.

Basic information to the customers should be free. I don't
understand why customers have to pay for information about
a company's product. Free customer support is testament
to the company's confidence to its products and services. Free
customer support does not mean shoddy service.

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