When running a business that sells good or services, it is important to remember that the job of the provider does not end at checkout. Being available for customer support and assistance after the purchase is essential to earning and maintaining customer rapport and trust. Ensuring that customers return and report satisfactory experiences to other consumers is integral to the success of your business.
Follow these basic guidelines to maintain serious customer service practices are your buisness:
1. Real Voices Matter
Heavily scripted calls eliminate two essential ingredients to the customer service experiences — empathy and emotion. In fact, 80% of customers prefer to contact CS representatives over the phone. By eliminating the machine, you are showing your customers that you care about them and the quality of their overall experience. The best answering service is one that employs real, rational, patient humans.
2. Emphasize Patience
Dealing with unsatisfied customers can be very frustrating for both parties. This is why hiring an answering service company to take care of phone queries and complaints can make life easier for everyone — people who are well trained and experienced in the patience and effectiveness needed to deal with customers take care of the phones, while you and your employees concentrate on product development. Even a cheap answering service can pay for itself many times over with its value to your business.
3. Speed is Key
Work with customer service representatives to compile a list of the most common issues and complaints and figure out a standardized procedure for dealing with them — whether it be immediate reimbursement, exceptions to return policies, or the deployment of a person for physical assistance, so that customers get immediate assistance. The number one thing customers are looking for when they call contact centers is to have their issues resolved very quickly. Employ a specialty answering service to guarantee that that happens every time.
Whether you train your in-store or in-house employees to practice these customer service golden rules, or enlist the assistance of a call answering service or cheap answering service, results and rating are bound to increase. The most valuable asset a company has is the loyalty and allegiance of its customers. Don’t sacrifice their happiness for anything! Research more like this.
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