Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer service ….
Fact: 90% of companies say they deliver superior customer service and only 8% of people think these same companies deliver superior customer service. Which goes to show, you shouldn’t be guessing when it comes to evaluating your customer service.
Think you don’t have to worry? Guess again!
Take your mobile phone and your service contract. If you’re like me, it’s hard to tell. The contract has been deliberately written so complex that most people don’t read it. This, by the way, is why just about everyone hates mobile service providers—and why wireless carriers have some of the lowest customer service ratings of any industry.
Fact: The average American spends13 hours per year and 43 days per lifetime on hold for customer service. When it comes to customer service, your customers care far more about competent and helpful service.
Fact: 73% of dissatisfied customers cited incompetent, rude, and "rushed" service as the #1 reason why they abandoned a brand.
Fact: 86% of consumers will immediately quit doing business with a company because of a bad customer experience
Fact: Bad customer service is more than just a potential liability, it's a huge cost to your business. Consumers are far more likely to share bad customer experiences due to their frustration.
Fact: It is 6-7 times more expensive to acquire a new customer than it is to keep a current one
Fact: The average business hears from only 4% of its dissatisfied customers.Very few people have time for your mistakes. Even fewer people are going to take the time to let you know about them, and why should they? You're the one that screwed up.
Fact: your customers can do quite a few things much better than you can, and if your business isn't embracing this fact by viewing customer service as a branch of your marketing department with tremendous ROI, you're doing yourself a disservice, as well as your customers.
Fact: 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. Customers expect consistent quality of customer service; with a similar, familiar look and feel whenever and however they contact your company.
American firms spend all their Customer Service Training dollars on surveys. That’s total overkill. Few spend any money training employees on Customer Service. Customer Service training will tip the scales toward making your business more successful for your employees and your bottom line.
Be…fast and accurate.
People want answers and to move on with their busy lives. One simple and straightforward way to solve problems faster is simply to be available at all times, 24/7 with a ‘live’ person that answers the call within 3 rings. That way no one is ever having to check your hours to get in touch the next day. It’s easier to resolve issues and you will stand out from the competition as a company that deals with their customers right away.
Be…respectful and friendly
Customer service should be filled with positivity. Greet your customers, use their names, and always express appreciation for their business. Inject positivity into your day, the results will be eye-opening.
Lead with your ear rather than your mouth so you can connect and problem-solve. How can you meet your customer’s needs, if you don’t know them? To understand their needs, just listen to the “voice of the customer” and take action accordingly.
Be…a solution provider
Ask your customer what they think would be a good outcome. They probably have something in mind that they feel would make sense given the circumstances. Even if that final answer is not exactly what you want, the customer may also feel that they are not getting exactly what they’d hoped.
Bear in mind that the customer will feel incredible if they feel that you are taking extra steps to help them.
Publish Date: May 31, 2018 5:00 AM
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|10.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial
|Why it’s Almost Impossible to Implement a Service Culture Plan||November 12, 2018 5:00 AM|
|Are You Guessing on Your Quality of Customer Service?||May 31, 2018 5:00 AM|
|Service Recovery and Handling Irate Customers||May 7, 2018 5:00 AM|
|What does it take to be a Customer Service Leader?||January 10, 2018 5:00 AM|
|Customer Service in 2018!||December 14, 2017 5:00 AM|
|8 Principles of Great Service to Create a Service Culture||November 13, 2017 5:00 AM|
|7 Key Steps Critical to Being a Service Leader||October 17, 2017 5:00 AM|
|If You Can’t Say Something Nice About Customer Service…COMPLAIN!||August 17, 2017 5:00 AM|
|Customer Service Hell ls Spelled...IVR!||November 21, 2016 5:00 AM|
|Customer Service Recovery for Hotels||May 10, 2016 5:00 AM|