GETTING THE MOST FROM THE VOICE OF THE CUSTOMER
Customer Care Support
There are few things that can impact the success of your business more significantly than customer care.
When customers are satisfied or even happy with their experience with your company, they may return as a repeat customer and may tell friends about their experience. On the other hand, when they had an unpleasant experience with your business, they likely will never return and may attempt to convince their friends not to do business with you as well. Many businesses spend a considerable amount of time focusing on the sales experience, but they falter in the area of customer care support after the sale. When you use a professional call center that is focused on listening to the voice of the customer and responding to the customer appropriately, you may be able to improve the level of customer care you provide after the sale.
What a Voice Can Tell You?
Many service agents are trained to listen only to the words that a customer is speaking, and they may respond to the problem or answer a question. However, they do not focus on the tone of voice of the customer. As soon as a customer speaks, a skilled agent will be able to determine if the customer is happy, worried, stressed, angry or even panicked. These are true emotions that the customer may be feeling due to your products or services, and the right agent will be able to respond to those emotions and feelings in a manner that is most beneficial for the customer and the business.
How a Call Center Can Help?
When a customer makes a call to a customer care support professional, the customer has a specific need. That need should be addressed by the support staff, but there are also underlying feelings that must be addressed in order to give the customer the best experience. When a customer is worried, for example, the support staff can take an educational and compassionate approach to serving the customer. Explaining a situation or a product detail may be helpful. If a customer is angry, it may be necessary to determine what the main grievance is and to address the situation in a manner that is acceptable to the customer. For example, if a product arrives broken, replacing the product at no cost to the customer or even offering a discount on a future purchase may be necessary.
While some service agents are trained to listen to what a customer is saying, the best agents are also trained to listen to tone of voice. When you want your customers to be fully satisfied with their experience with your business, you want to have the best support agents working on your behalf.