A person who buys from you once is a customer. When this customer comes back and makes a purchase from you a second time, he/she is a returning customer.
Upgrading makes sense for your business, and customers. If a customer doesn’t see the value in upgrading, unfortunately your business probably hasn’t done a good job of demonstrating that value to them.
Make your customers aware of upgraded products and features that will provide them with value.
Training should be never ending in any company. To ensure quality customer contact, business owners and the management team need to make sure employees consistently apply company phone policies and best practices.
Etiquette in customer contact can add exceptional value to your company’s image and a lack of it can strip your company’s reputation almost immediately.
When speaking with Senior customers, they can take longer to make decisions, understand your requests, and respond. That doesn’t mean their interactions should be met with frustration or annoyance. Recognize that having patience is the key to resolving an issue successfully.
When we’re listening to customers face to face, politeness forces us to focus our eyes on the other person. But on the phone we lack visual feedback.
An easy practice for maintaining full focus while calling customers is to close your eyes, limiting your sensory input to your hearing. Be the Daredevil of phone support.
Even though customers are keen on keeping their calls to customer support as short as they possibly can, they also still want to feel that the agent has taken the time to help them rather than rushed through the conversation. Fast doesn’t mean it is good when it ignores customers’ perception of how well they were cared for.
In addition to call monitoring and scoring, supervisors should also make habit to schedule in time for targeted coaching sessions with agents. The advantages are two-fold: Managers get to share ideas for agent performance improvements and agents get to communicate their thoughts and impressions of their performance.
Following the agent interview and selection process, key management should be locked into how best to facilitate ongoing agent support, growth, and training. Quality monitoring solutions such as speech analytics which helps managers deliver objective feedback and improve agent performance. Call scoring evaluation forms can also be helpful for enhancing quality assurance within the customer call center.
It takes 12 positive experiences to make up for one unresolved negative experience.