We hate to be the bearer of bad news.. But those cool new headphones you’re rocking are downgrading your customers' experience..
Picture this: You’re in the middle of an important call; whether you’re poised and ready to seal the deal or providing some crucial customer support. Everything seems OK – you've got your pitch polished, your ideas and support are flowing, and your Wi-Fi and phone connection? Five bars.
But just when you're about to make your winning point, there it is: that dreaded crackle, that annoying echo, or worse, the sudden silence. Frustrating, isn't it?
Before you blame your Wi-Fi or curse your phone provider, take a moment to ponder something often overlooked yet crucial – the commercial headset or pair of headphones you’re using to chat with your customer.
Cradle spoke with its customer support superstar, Joel, to better understand what we’re learning from clients and what he thinks is the best way to avoid this issue.
Less fashion, more function
As trendy and fashionable technology continues to surge, Joel has observed an uptick in customer complaints directed towards phone providers. These complaints often stem from customers being told that their sound quality is average.
“So that’s when I’d often ask for some more information. Like: is the phone cutting out, or is there a robotic failure to try and narrow it down. But very quickly I find out what the problem is, and it’s quite clear from the devices they’ll be using, like consumer grade headphones or AirPods,” he said.
Consumer grade headphones are great for listening to music, and picking up the average phone call. And that’s about it. If you’re using these same headphones for important work calls, you’re not giving your customers or yourself the level of professionalism you both deserve.
For those of you working from home, let’s remind you of the potential noises.
That barking dog next door? Your customer can hear it.
Dishwasher being emptied? Your customer can hear every clink.
You’re faintly hearing what sounds like delicate birds tweeting in the background? Your customer feels like that sparrow’s squawking right into the microphone.
And for those of you who work in a nice, quiet office, you’re not exempt from this either.
Team members also having meetings? Your customers are in on that too.
But there’s something else making this situation worse: your customers might not be telling you just how bad the connection is.
In an era dominated by sleek AirPods and stylish headphones, the humble headset might not win any awards for sexiness. But let's face it, being able to clearly hear your customers and clients, and ensuring they can hear you, trumps trendy aesthetics any day.
Essential Features
Whether you’re making a purchase decision as a team, or heading along to the shops, we’ve made a list for you when it comes to finding your perfect headset.
❌ Mute button
A mute button is a lifesaver in customer sales or support roles, offering a quick and convenient way to control audio output during calls. It allows you to swiftly mute your microphone when you need to speak with a colleague or address a personal matter, ensuring privacy and professionalism. Additionally, it can prevent embarrassing background noises or unintended interruptions from disrupting your customer interactions.
❌ Noise cancelling
Headsets with a noise cancelling microphone provide a sanctuary of focus amidst chaotic environments. By actively reducing background noise, whether it's bustling office chatter or the hum of house-hold activities, noise cancelling technology allows you to hone in on your customer's needs with clarity and precision.
❌ Colour indicator
Colour indicators on a headset are a game-changer for customer sales and support professionals, offering visual cues for status and availability. Whether it's a green light signalling availability to assist customers or a red light indicating that you're currently engaged in a call, these indicators streamline communication and reduce interruptions. This feature fosters efficiency by allowing colleagues to quickly assess your availability without needing to ask, enabling smoother coordination and collaboration within the team.
It’s not me.. It’s you
The added layer that makes these situations even trickier is that many businesses depend on customers to speak up when they’re having trouble hearing or understanding. But let's face it, customers are often too polite (and not at the times we need!) which can make it tough to spot issues right away. This can drag out troubleshooting, and the worst part is problems like these might fly under the radar for ages if we're just waiting for people to tell us.
If your business revolves around phone interactions, it's worth splurging on a top-notch headset. It's the key to providing the top-notch customer support and sales experience you're aiming for.
