One of the easiest ways to improve the customer experience and to improve customer satisfaction levels, is to improve the standards of customer service that your company provides. This is where some businesses choose to outsource customer service teams and complaints processes to call centre agents with the experience and know-how of how to deal with customers in myriad circumstances and situations. By improving the levels of friendliness and positivity that your customer support team demonstrates when interacting directly with customers, you can soon improve your brand image and see customer satisfaction levels go through the roof!
One of the things that most customers see as a good aspect of businesses they trust, is a strong customer support process. Something that is clear, friendly, positive, empathetic, and ultimately gets the job done in the shortest amount of time possible. How can you improve this aspect of the journey for your customer?
The first thing to do is to ensure that you cut waiting times. No person wants to be stuck in a telephone queue for ages. Most people don’t want to wait longer than 30-seconds, and although that isn’t always possible, you can reduce the wait time by outsourcing your inbound customer service call team to an experience call centre, and by implementing a menu that allows customers to request a call back when their time in the queue is over.
Hiring fully-trained call centre staff will also help with the next point – actively listening to your customers. This might seem obvious, but so many customer support agents passively listen to customer and just pay lip service to the process rather than genuinely listening to what is being said and taking a tone and approach where you repeat the customer’s name and ask questions relating to their problem, with a view to finding a specific solution. This goes a long way to building trust with the customer.
Offering patience, understanding, and making small talk as a tool to distract the customer for a few seconds so you can find the information you are looking for, takes time and practice. The best call centre agents understand how to do this consistently, treating every customer with respect and over time this will help build a strong reputation for your company. Remember, always do everything with a smile and remain positive no matter what challenges you face on a call. There is always a solution.
Choosing how to go about your interactions with customers is a difficult thing to do as a business owner. The best way for many, is to hire the services of an experience call centre staff. That way, you know that they are highly trained in all things customer service and will treat your customers with the respect and positivity that they deserve. They will also be incredibly efficient at finding solutions and improving your brand image. This can have a massive difference on your reputation and the perception that your customers have of your brand. It also allows you to focus your internal strategies and workforce on aspects of the business that they are more suited to, boosting efficiency and productivity across the board.