Delivering Optimal Customer Care Today: What's it Take?
Delivering optimal customer care today is a topic no business should take lightly. We’ve already seen all the reports about how quickly customers said they will leave a company and brand behind from just one unpleasant experience, or when they find a better deal. With that in mind, call center managers and decision makers have an important role when it comes to corporate culture and philosophy to ensure everything is being done to keep customers.
When I say anything, I mean there is little that should stand in the way of saying ‘Yes’ to customers, or even bending the rules sometimes to keep them satisfied. It’s worth far more to keep a customer and process a refund, than it is to lose them.
But it’s also something that needs to come from the top down. Call Center Management needs to ensure employees understand just how important the customer is and how critical their interactions with the company are. One poor experience can be the exit you’ve tried so hard to prevent.
So how do you get agents on board and doing what it takes to deliver optimal customer care today?
A recent Business.com article looks at some of the ways you can improve your overall corporate philosophy so it is in line with this very important need.
The golden rule that the customer comes first should be established from the start. Keeping customers happy and loyal to the brand should be a core focus of all training and reinforcement in the workforce. Those same customers are more likely to tell others about their pleasure with the company and that can help with gaining new customers. The last thing you want is for the same word to spread about a poor experience with your company.
Mistakes happen, but it’s how the company quickly handles and rectifies them that can be a saving grace. Don’t be afraid to apologize to customers, admit when you are wrong or even offer an incentive to keep them happy.
While mistakes do happen, they should never become the norm. Be sure your employees know how to fix problems quickly and that proper training is in place to prevent it from happening again.
Consistency with quality experiences and gaining trust are very important to winning over customers. Just as in any relationship – where there is trust and happiness, value will always be guaranteed.
Edited by Alicia Young