Thanks to social media and other innovations, customers expect almost immediate responses when dealing with customer service issues. People expect to receive high quality 24 hour customer service but this high volume of demand for service can create burn out, here are some strategies to avoid it. You need to be ready to allow your service representatives to use multi channels but have the servers that can back it up so that it does not become extra work for your employees. Try to provide consistent customer service for your clients. Most importantly make sure your employees providing the service are rewarded in knowing how appreciated they are, preventing burn out.
- To try to help avoid customer service representative burn out, show them they are appreciated.
- provide a reliable and consistent process for employees to follow/use.
- Make work less confusing by splitting into platform specific customer service groups.
“The “always-on” culture of consumers, largely created by social media and real-time updates, has now translated into 24/7 customer service expectations for the majority of industries.”