Keeping customers happy is not always an easy task. Call centers can be overwhelmed by incoming calls and customers frustrated by tedious call interactions. However, there are simple actions that can not only keep the customer happy but also impress them. By making small changes in your call center process you can increase sentiment and customer retention. Here are six simple and sure-fire ways to impress your customers every time!
#1 Pick Up The Phone
It should come as no surprise that customers do not appreciate having to navigate through a maze of automated prompts when they call a support center. They are calling for support and hope you’ll help resolve their issue quickly.
Imagine, instead of finding themselves engaging with an Interactive Voice Response (IVR) system your customer hears a human agent on the other end of the line. It would not be a stretch to assume this customer would be thrilled to be speaking with another person who can listen to the request and respond accordingly in a expeditious fashion.
#2 Don’t Ask Them Twice
A customer should only be asked for their information once. Asking customers to repeat their information multiple times can create a frustrating experience. You wouldn’t ask someone In a face-to-face interaction for the same information multiple times. Why, then, would it acceptable when it comes to customer service calls?
Take the time to consider what questions are asked and how many times during a customer service call. Put yourself in your customer’s shoes, and you can see why limiting the number of times the same questions are repeated might impress the customer.
#3 Provide Options
Many people reach for their phone to dial a 800 number when they have issues or questions related to a service or product. However, this is not always the preferred method of communication. In today’s world, people use an assortment of communication tools — email, apps, chat and more — to resolve issues. Offer your customers multiple ways to connect with your contact center to provide extra care and options that will please your customers.
#4 Resolve Problems Before They Even Arise
Because people use an assortment of social platforms to research products and services, give recommendations, and make complaints, it’s the perfect place to monitor conversations around your organization. As you see issues arise and common questions surface, respond and take steps to resolve any issues immediately. Take it a step further by communicating your efforts via social platforms.
#5 Empowered Agents
Empowered agents always leave a good impression on customers. If the goal is to resolve an issue, it’s imperative your agents have the capabilities and resources necessary to get the job done. The goal is to end a customer service call on a high note. If the call ends without a resolution, the customer feels frustration, or even anger. Make sure your agents are sufficiently trained on your product or service to increase customer engagement and make sure they have access to a knowledge base that quickly allows them to search for specific topics.
#6 Be Progressive
Consumerization has created a world of tech savvy consumers always looking for the latest and greatest gadgets, apps and services. Because of this, the demand for better customer service options has increased significantly. Impress your customer base by implementing software, technologies, applications and services that are top-of-the-line and provide seamless results.
What steps have you taken to impress your customers?