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When it comes to making sure customers receive the best experience, we usually believe the job ends when the customer makes a payment and receives his product or service.
This is not the case. The customer should be satisfied with the entire process. A disgruntled customer with a less than spectacular experience will not hesitate to
a) post an unsavoury review on social media
b) run as far away from your company, never to return.
An online company such as an e-commerce website would have more difficulty retaining customers because the face – to – face relationship is absent. This is why these types of enterprise need to maintain high standards when it comes to customer support.
Here are 6 steps call center agents should remember which will improve customers’ experience:
Answer Telephones Promptly.
No one likes to hear countless rings when they decide to dial a call center. The customer may become even more annoyed. They may even begin to feel like the company attended to their needs only until the end of the financial transaction.
Identify Yourself by Name.
A call center agent should greet the customer and state his name at the beginning of the conversation. It helps to put the customer at ease and adds a name to the voice.
Listen Carefully to the Customer’s Complaint.
The person at the other end of the line may be frustrated with their issue. They may need some time to explain this properly so this is not the time to express impatience with them and their problem. When the call center agent remains calm, the customer is also more like to do likewise in this situation.
Guide Customers Verbally Through the Process.
The call center agent may have to transfer the caller, so it is important to let the latter know. Transfers to other departments without prior notice will only result in a ticked off customer. The agent must communicate first to the customer, then transfer him when the customer gives his consent.
Repeat the Issue and Proposed Solution.
The agent should be sure that he understands the issue. After the customer agrees, the call center agent should outline how he intends to assist the customer in solving the issue.
Follow Up With the Customer.
The call centre representative should call or email the customer after a few days. This should be done to make sure the customer is satisfied with the entire experience. A follow – up call or email is also helpful because the agent can take this opportunity to remind the consumer of other available products and services.
One can find more solutions to enhancing customer experience by visiting the User IQ, a customer success website. This customer success platform provides tools to collect data and help drive customers to your business.
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