Your Current Customer Experience
Your customer support team may be available to answer phone calls from customers and to address their concerns. They may facilitate returns and exchanges, and they may offer helpful advice regarding how products work. However, factors related to the amount of time they spend on hold, how many times their call is transferred until they receive help, how many times they need to call back to get the matter resolved and how satisfactorily the matter is resolved all will impact customer experience. Customers want to feel valued, and this means that your support team needs to be properly trained to address all questions and concerns, to actively listen to the words being spoken and the emotion that they are spoken with and to work diligently to resolve the matter.
Improving the Customer Experience
Many business owners and managers who spend time reviewing the experience their customers receive through the customer service support staff may be dismayed to find that many more customers than they thought were not satisfied with the overall experience. Improving this experience should be a top priority, and it may be easier for you to do than you might think. Properly training your staff and improving them on a regular basis can take time and financial resources. Implementing the telecommunications infrastructure to reduce time on hold and to ensure that the call is properly routed also uses financial resources. When you outsource this to a reputable call center, you can see an immediate improvement in the level of satisfaction your customers have.
Your customer service support team is a vital component to your business, but you do not need to take a hands on roll with this aspect of your operations. When you outsource your support team to a third party that is focused entirely on providing customers with a great overall experience, you can improve business operations and decrease the impact on your company’s resources.
You may research customer care center options today and inquire about the fees and the overall types of services available so that you can determine if this is a great move to make for your business.
How not to treat your loyal customers
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 care. 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 you want to ensure that the customer is completely satisfied for weeks, months or longer. When there is a problem, a customer may contact your customer service support phone number for assistance. This support team must be able to address the problem in a friendly and effective way or the customer simply will not be happy. With this in mind, you can see that the service received by the customer in this area is critical.
How Effective Is Your Call Center?
If your customer retention rate is not as high as you would like it to be, you may consider taking a closer and honest look at the type of service that your call center is providing. You may even consider contacting customers directly to provide you with honest feedback about their experiences with your call support staff. These should be friendly representatives who go the extra mile to ensure that your customers are happy. They should be fully trained with your products and services, and they should be able to provide services, discounts or something else in order to make your customers happy.
If you analyze your call service center and determine that there is room for improvement, you may consider outsourcing the work to a third party. The service customers receive at this level is vital, but you may not have the time or resources available to train and educate your support staff about how to serve your customers. A third party service that specializes in this area could help you to improve your client retention and customer satisfaction rating with excellent results.