About the science of waiting and the user experience
Have you ever wondered who had come up with the phrase “Your call is very important to us, please wait?”?
Me too. This is so annoying and reminds me of the old times when the choices were binary. You can either go to this telecom operator or the other one. Lack of choices means lack of empathy for the end user.
I wonder if the people who work at the call centers, smile knowingly when someone calls them and seek help for their problem. And instead of solution they are greeted with the same generic message that other companies do too.
It’s funny, but there are sites who provide you with such scripts, I guess those are sales scripts from the past.
It’s about time to flip the script, better yet burn it down completely.
Making customers waiting is not acceptable anymore. Fintech companies are here to conquer the inefficient rulers of the past.
With the mass usage of apps and the internet, we become impatience, don’t make us wait! There is someone better out there who waits for such feedback to make a better product, service and eat your business..
It’s far better to acknowledge the fact, you won’t be able to serve your customer at the moment, but you could call them in a convenient time and resolve their issue. No need for the dead old call script. Just accept that your customers have something better to do. Your customers prefer you don’t ask them to wait for 20 minutes on the phone. Accept that there are alternatives and it’s so easy to make the switch.
A lot of time, we fell into the trap of everyone is doing it.
Everyone has this calling message so do we. But if everyone’s customers are miserable, so are yours too!
Try to copy things that really matter, things that really work and leave the rest. Create a new path, really focused on your customers. It might be hard, if you are doing a good job it will be hard, since you will introduce novelty. But this is the only way to delight and keep your customers.
What could you do to improve the user experience of your customers today?
Solution Engineering Manager at Thales | Senior IT Professional | Startup Mentor and Product Manager
Aleks is experienced Product Manager with an engineer background and over 10 years of experience as a software developer. He works with different governments and is responsible for negotiation features and requirements, understanding the customers’ needs and supporting the senior management with regular reports and analysis. He held various positions starting as a software developer, moving to a team leader and software architect.
He strives in waterfall and agile environment alike. He is certified Scrum Master and Prince2 Practitioner and he knows how to design business processes and help teams optimize their work.
During his tenure, he had to wear many hats, prioritizing business requirements, delegating work and mentoring team members, creating mockups with Balsamiq, providing MS Project plan to the senior management.
He had worked in many international teams, located in the same city or distributed in different countries and continents. He had been a team leader of cross functional international team of 8 people.
In his current position, he is very much client focused. He has excellent presentation skills.
He delivers training sessions on presentation skills and leadership and he had helped hundred of people to improve their presentation skills.
He is also interested in creating more positive changes in the workplace by using entrepreneurship skills.
He had won startup competition where his team had validated and develop a business idea from scratch.
In his free time, he writes in his blog about effective product development.