WHAT IRRITATES CUSTOMERS MOST?
THE TOP THREE ISSUES REVEALED! Poor customer care after the sale has been completed can have a negative impact on a business. It can lead to unhappiness and a diminished likelihood of repeat business and referrals. Clearly, these are negative consequences that business owners and managers alike may want to avoid. In most cases, the service that customers receive after the sale will be through a customer support call center group. By identifying some of the most irritating experiences customers can have with call centers, business managers and owners can make necessary improvements. Placed on Hold for a Long Time One of the most irritating experiences that people may have when calling for support relates to being placed on hold for a long time. There are different variations of this that may be experienced. For example, being transferred around from person to person without receiving help, being placed on hold for dozens of minutes without being able to speak to a single person or being placed on hold repeatedly by the same person all can be irritating forms of this complaint. When the Issue is Not Resolved When customers call a business for support and help, they expect the issue to […]
CUSTOMER SERVICE: LITTLE THINGS. BIG DIFFERENCE
The experience that a customer receives from a company will extend well beyond the purchase. It will relate to the ongoing experience the customer has with the products or services purchased. More than that, there will be times when a customer needs to contact a call center for support and service, and the customer’s experience with the support staff will impact the impression they have of the company just as the sales experience will. Business owners and managers understand the importance of excellent customer care during and after the sales process, and some may be looking for ways to improve the total customer experience. This is actually easier to accomplish than it sounds, and small gestures made by the support staff during a phone call can make a world of difference. Call the Customer By Name Customers like to feel special, and they like to feel as though they have an established relationship with the company even if they are a first-time customer. When customer support staff call the customer by name, they establish a relationship and build personal rapport. This can go a long way toward giving the customer the feeling that they are seen as a valued customer […]
CUSTOMER FEEDBACK IS ESSENTIAL.
Customer service is certainly about making sure your customer’s needs and concerns are properly addressed. When customers are heard and their needs are responded to in a satisfactory and expedited manner, you can certainly improve the overall customer experience and boost satisfaction ratings. While this may be the main focus of your customer service support team, another important service the team provides relates to gathering customer feedback from your customers in different ways. What Customer Feedback Can Tell You When your customers contact your call center for assistance, they may complain about a confusing instruction manual for a product, a specific part on the product that does not work, feeling misled during the sales process about what the product could actually do and more. These are all issues that your customer service support team can remedy after the sales transaction has been completed, and when the support team is effective in what they do, they will improve the customer experience and boost satisfaction through their efforts. However, the nature of the calls can also be recorded so that your business can improve operations. After all, it is better to provide customers with an overall great experience than to attempt to […]
HOW TO BUILD AUTHORITY AND TRUST WITH YOUR CUSTOMERS
In order to be successful in your business, two important things must happen. First, your customers must see you as an authority in your field. Second, they must trust you to follow through on what you say you will do or the products or services will do. Without these two important factors in place, you will struggle to profit in your marketplace. With this in mind, you may be wondering what steps you can take to build authority and trust with your customers. The key lies in improving the quality of service your customers receive. Service After the Sale After the sale, the work of your sales team is done, but the customer’s experience with your products or services is just starting. Customers may continue to have questions or concerns after making a purchase. They may decide that this product is not the right one for them, or they may have received defective merchandise. In such instances, customers will contact your customer service support staff for assistance. Some businesses have not taken the time to train and develop their customer service or support staff, and this unfortunately can reflect negatively on the business as a whole. The professionals who respond […]
GIVE YOUR CUSTOMERS WHAT THEY NEED
Business owners understand the importance of giving customers what they want and need. After all, all businesses provide products, services or both to their valued consumers, and if you do not give them what they need in this manner, you simply will not generate income. However, there is more involved in giving customers what they want or need than simply selling them a product or service. You must find a way to continue to serve their needs even after you have clinched the sale. The best way to ensure that this happens is by providing them with superior customer service throughout the sales process as well as after the sale has been completed. Why Service Matters Regardless of Your Industry Your company may be in the business of selling services or products to private consumers or to other businesses. Regardless of the types of goods or services that you are selling, you simply must ensure that your customers are completely satisfied with what they have purchased from you. They may have questions after the sale has been finalized, or the may not be happy with the quality of their item or service. These are just a few of the many […]
THE IMPORTANCE OF QUALITY CUSTOMER CARE
If your business is like so many others, your main emphasis may be on generating new sales and running the day to day operations of your business. Customer care may be an area of your business that you give little attention to. While you may not dream of eliminating your service or support professionals from your payroll, you also may not spend time, energy or financial resources improving or developing this aspect of your business. However, customer service is a critical component to the success of your business, and now is the ideal time to re-evaluate how you see your service department and how your customers are served after the sale is completed. The Importance of Quality Customer Care When a customer contacts your virtual call center solution department for assistance, they may have a question or concern about their products or services. They want their issue resolved quickly and with minimal hassle. You can focus heavily on ensuring your customers have a great buying experience, but this can be tarnished after the sale if you have poor customer care. In fact, this can impact your company’s reputation, customer loyalty and the potential for future sales and referrals from that customer. […]
HOW EFFECTIVE IS YOUR CALL CENTER?
Your business may spend a considerable amount of time and effort trying to bring new customers in the door and convincing them that yours is the company they want to do business with. You may spend additional time and resources trying to nurture those relationships to create loyal customers who want to continue to do business with you and who tell their family members and friends about you. In this way, your existing relationships with loyal customers are a true asset that provide your business with real value. The unfortunate truth, however, is that some businesses struggle or even outright fail in the effort of nurturing relationships with existing customers, and this is often through poor customer service. With a closer look, you may learn more about how not to treat your loyal customers. How Customer Service Impacts Customer Loyalty It is one thing to convince a customer to do business with you, but it is another thing entirely to ensure that the customer is thrilled with all aspects of their experience with your company. Long after the sale has been finalized, your customer may live with the product you have sold or the service that has been completed, and […]