In my previous blog, we discussed on the 10 Most Common Customer Frustrations that every call center should avoid. But by just trying to avoid them won’t help you. You should learn and train yourself to deal with customers who are frustrated, or worse, who are at the edge of switching. Handling customer aggravations promptly and in the right way would not only eliminate the chance of customers switching, but also improve their trust. So here are a few ways that will help you deal with infuriated customers in call centers;
Telecommunications is a big business. So big that it leaves marketers drool over its scale, scope, customer base, budgets, and the size of business it handles year after year. What makes it most lucrative, is its recurring revenue model. But little do the envious know about the challenges telecom businesses face; aggressively fighting for market share, regulation, technology convergence, and retaining customers.
Calling any call center can be a nightmare for the customer. And telephone being the most popular and preferred mode of customer support, the stakes are high. With alternatives available at every corner, organizations should eliminate the trivial methods of customer support and come up with strategies and technologies that could transform their call center to a customer experience management system. Optimising on customer support can improve customer retention, customer acquisition, and sales.
I think we can all agree on the fact that Live chat is a power tool for organizations. Not all, but organizations that strive to improve their customer experience. There are so many companies out there that solely depend on live chats to increase their level of customer support, minimize inbound calls for problem resolutions, customer assist, etc. But only a handful comprehends the leverage they can pull from ‘Live Chat’.
In our previous blog, we have discussed on the 5 Reasons You Should Aim for First Call Resolution. Now that we have ascertained that First Call Resolution (FCR) is a critical measure of customer satisfaction and contact center efficiency, we will move on to how exactly you can achieve an exceptional FCR strategy implemented.
A large number of organizations have heard about First Call Resolution (FCR), but only a handful of them truly understands the gravity of the term. It seems to be a peripheral concern for all organizations, regardless of its size, scale of operations, target market, etc. as they look for measures to improve call center efficiency and handle issues on the double.
Multi-channel Customer service has become more like a norm in contact centers, than a favorable extension for customer support. Organizations are required to adopt multi-channel customer relationships to keep up with the exponential increase in consumer demand. With proliferation of new channels and technologies, consumers expect to communicate with businesses via new channels.
This approach makes a lot of sense; allow customers to engage on their preferred mode of communication and make them as comfortable and easy as possible to do business with your organization. But this approach, may sound attractive and appealing but will account for additional exertion on employees and technical resources.
Customers expect to be served with unprecedented quality at all times, irrespective of their communication channel. But providing consistent quality across all channels is a bummer. It is close to impossible in maintaining the consistency.
It is of paramount importance in sustaining and improving the relationship between your customer across their lifecycle. Here are 3 quick tips that will ease the process:
1. Be where the customer is. Not the most controversial statement in todays customer focussed environment, but being present where your customer prefers to be goes a long way. It gives the customer the power on how to engage with you, that suits his comfort.
2. Let the Customer decide the Level of Engagement. Agent-less or widely referred as Self-service is truly the most cost-efficient mode of communication, but might not be the ideal mode. Leave it the customers to opt for the level of engagement, There would be customer who prefer human interactions over self-service while undergoing a business transactions. Your objective is to make the customer as comfortable as possible.
3. Resolve Problems ASAP. Customers expect to their problems and issues to be resolved as quickly as possible. Despite the channels they choose, the customer support should aim at delivering quick responses to customers. With each transfer, phone call, email, text, customers lose their patience, which will question the quality of service you deliver and will compromise the goodwill of your business. Empower your front-line agents to resolve customer problems, which will favor in retaining and growing your customer base.
Customer experience excellence has and always will be the epitome of any business. That’s a no-brainer. But delivering consistent customer service is a herculean task. Here are few inspirational customer quotes that will drive you to push harder for the cause.
“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” – Betsy Sanders
“I don’t know what your destiny will be, but one thing i know: the ones among you who will be really happy are those who have sought and found how to serve.” - Albert Schweitzer
“Give trust and you’ll get it double in return.” – Kees Kamies
“Do what you do so well that they will want to see it again and bring their friends.”- Walt Disney
“Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.” – Leon Gorman
“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi
“There is place in the world for any business that takes care of its customers – after the sale.”– Harvey Mackay
“Customers will want to talk to you if they believe you can solve their problems.”- Jeffrey Gitomer
“Make a customer, not a sale.” – Katherine Barchetti
“The goal as a company is to have customer service that is not just the best but legendary.” - Sam Walton
“You are serving a customer, not a life sentence. Learn how to enjoy your work.” – Laurie Mcintosh
“Your most unhappy customers are your greatest source of learning.” - Bill Gates
“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” -Ross Perot
“The customer experience is the next competitive battleground.”- Jerry Gregoire
“Your customer doesn’t care how much you know until they know how much you care.” -Damon Richards
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” -Donald Porter
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve jobs
“One customer well taken care of could be more valuable than $10,000 worth of advertising.”– Jim Rohn
“Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.”– Seth Godin
“If we don’t take care of our customers, someone else will.”- Anonymous