Why Schedulers Are an Important Part of Customer Service
When running a business, it’s important to have excellent customer service. Regardless of how great your service is, it won’t continue to drive more people in the door if you aren’t treating your customers properly – and great service can only be achieved with a well-organized company. When it comes to organizing client meetings and appointments, having an online scheduling option available is an effective way to avoid any slips in providing a high quality customer experience. Let’s look at why a scheduler can help keep your customers happy and coming back.
Schedulers offer convenience to your customers. It’s well-known that everyone loves convenience. If a service can be done faster and without any hassle, customers will appreciate their experience with your business. For example— if a customer wanted to get a haircut at a barbershop, but wanted a certain person and a certain time, they’d be able to just choose it all online and set it up through a scheduler! This will save the customer time and ensure that they’re getting the exact service they scheduled for.
Moreover, people want to be able to schedule an appointment they want… when they want to schedule it. You have business hours – and so do your clients. If you only offer the option to book over the phone, and you’re only open when your clients are working, then how can anyone find the time to schedule an appointment with your business? Show respect and understanding by offering an online scheduling option – which crafts an overall positive customer experience by combining client independence with business availability. This is important for your bottom line since, according to Walker Information, 86% of customers by 2020 will be willing to pay more for a better customer experience.
Manage customer service staff’s schedules to maintain a quality customer experience. As a business owner, it’s imperative that you manage your employees’ shifts and time off requests to avoid any gaps in client care. Managing multiple employees can be overwhelming, so it’s a smart idea to have a scheduler handy to organize shifts. If your customer service department is short on employees one day because of a scheduling error, this can gravely hurt your customer’s experience. Think being a bit busy won’t hurt? Think again. According to Arise, 2/3 of customers claimed that they would only wait on hold for two minutes or less. A scheduler can help you plan out the shifts for the week, that way you can avoid leaving your costumers on hold long.
Your customer service initiatives speak volumes on the quality of your business. Offer convenient scheduling options to stay reachable and trustworthy – effectively driving more clients to you.