Customers are a demanding bunch and they always have certain expectations that they....expect you to meet.
It's normal really. They're giving their mostly hard-earned cash, so they have some expectations like outstanding products or service.
You know, there's also a good chance that there are some customer expectations that you aren't fulfilling, which can hurt your sales and we don't want that right?
So here are expectations that your customers want you to fulfill NOW!
Numero UNO! More Personalisation
Isn't it ironic, don't you think? Gone are the days of a one-size-fits-all approach when it comes to marketing and selling. Customers want more personalisation nowadays. They want a custom-fit customer experience and they want it now.
Get more survey, know what your customers want and craft promotions that specifically answer the demands of your loyal customers.
Numero DOS! More Options
Yeah! It's good to have choices, but it's better to have a LOT of choices! Customers, apart from being demanding, they also want utmost convenience when it comes to reaching out to you or availing whatever it is you offer.
When it comes to accessibility, it’s best to offer the customer different platforms to reach your product/service.
According to Customer Experience Insight, smartphones are still the go-to tool that people uses to surf the web or browse online shops.
In addition to that, it’s also advisable to scout some contact centre outsourcing, so as whenever these customers have concern, they can reach you easily.
Numero TRES! Constant Communication
Here’s where a contact centre outsourcing team may also play another essential role.
Customers, or just people in general, need constant communication because apart from building rapport, it also builds trust.
Outsourcing your customer service team not only makes it more affordable, it also ensures that your customers are always taken cared of wherever, whenever.
Numero...Wait! What Number are We Again? Listen to Your Customers
Treat the customer like your significant other. They have needs and one of those needs means you have to listen to them.
By listening to your customer, it gives you an opportunity to pick their mind and know some of the things that may be useful for you in the future. For example, their spending habits, online behaviour, product or service preference and etc.
Numero Cinco! More Power to Your Front End Team
Don’t you just hate unnecessary bureaucracy? Because customers hates it too!
Imagine having a major concern about an establishment, which prompted you to call. When someone answered, you tell them what it is only to be answered that they have no authority over the issue you just told them. Irritating? Yes.
A great way to remedy this dilemma is by empowering your front end team and giving them the necessary authority to address moderate to lightly major issues. Let them have the power to decide and make a judgement call and reserve the higher ups authority on the most complicated issues.
Publish Date: September 5, 2016 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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