By letting your agents take on the role of decision-makers, you can foster a sense of ownership in the group and they will feel empowered.
Differentiating your service by customer type and value is important to maintaining a competitive edge and long-term success. It’s good for your customers and good for your future growth.
Customers expect your company to understand their individual preferences and history.
Customer Contact Center Service Agents need to keep their attitudes fresh. Even if it’s the 100th call for the day.
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.
Ensure your agents convey to your customers exactly what you mean. You don’t want your customer to think he’s getting 40% off when he’s actually getting 10% off. Instruct your agents to use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
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.
A Customer Contact Center Service Solutions department should be about more than just customer service. It should also be about solving customer inquiries and problems and improving strategies and procedures.
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.
Customer loyalty is achieved when the customer’s concerns are consistently resolved in a way that exceeds their expectations. At The Harris Group “THG,” we call this “Doing Good Business”. Doing good business is defined as treating every customer in such a memorable way that when the transaction is complete, the customer tells someone else how great the experience was.