Implement customer surveys to gather feedback about your company. Analyze what customers have to say, such as tips on what should be changed or the aspects of your company that keep them coming back. Positive or negative, constructive feedback can give valuable insight on how your company is perceived by its target audience.
Hire a general manager who will keep company procedures in line while
minimizing employee turnover. Employees who stick around have more time to become familiar with your products or services, which allows for stronger brand evangelism. Also, interactions with staff are usually a customer’s first impression of your company, so make sure each employee is properly trained and ready to provide
excellent service.
If your company has trouble keeping up with high call volume, consider outsourcing customer service to a call center. Outsourcing keeps costs down yet ensures that your customers and clients experience the same high-quality service they’re accustomed to receiving from your business. Personalized Communications, a customer service call center provider, offers exceptional troubleshooting with a team of agents based in the United States. They are speciallytrained to handle order taking, event registration, emergency dispatch, and many other needs. Remember: every missed call can mean a lost opportunity for your business.
A web presence is a great way to build branding and awareness for your company. Better yet, social media provides extra channels for customer feedback or questions. Use networks like Facebook, Twitter, Yelp, and more to “listen� to what customers are saying. Appoint an employee to stay active and respond promptly to customers in these channels. Also, remember to keep things in context when analyzing feedback from social media: remember that users on the internet do not always represent the majority.
One way to set your company’s customer service experience apart from competitors is to offer exclusive trade knowledge, and first-hand perception of the product that’s being sold. For example, if a customer is buying a new television, the store representative must know how a specific TV differs from others on the market. Another great way to offer knowledge is by hosting trade shows with notable hosts, to draw repeat and potential customers who may be interested in your products or services.
Provide excellent service and create exclusive opportunities that can only be used by your
customers; for example, a discount when re-ordering from your company. A seemingly spontaneous offer or special discount can go a long way in ensuring they’ll be back. Whereas discounts for new customers can be helpful for creating awareness, always remember to reward clients that have been with
you longest, too.
If your company provides customer support or troubleshooting for a product or service, a simple follow-up can go a long way. Have employees check in via phone or email about a week after problemsolving for a customer, and ask if everything is still going as planned. Following up will help the customer feel appreciated and like there is always a helping hand to turn to – something that competitors rarely provide.
Even with flawless customer service, mistakes happen. Train employees to apologize and recognize any error. Try the CARP method developed by professional Robert Bacal, which can help your team stay focused and prevent the conversation from escalating.1 The four stages of CARP are: Control the situation Acknowledge the problem Refocus the conversation Problem-solve with the customer
Since 1975, Personalized Communications has served a variety of clients and businesses with a full range of flexible call center solutions. Commitment to impeccable customer service puts Personalized Communications at the cutting edge of the call center industry, offering complete training for call center agents, quality assurance, computerized telephone equipment, and more to meet your customer service needs. To learn more:
http://www.callcenteragency.com/ 1-800-606-9898
1. http://customerservicezone.com/faq/ang ercarp.htm