Love your customers - Telnet - ContactCenterWorld.com Blog
Do you love your caller? Don’t answer just yet – I know what you’re thinking, I thought it too- but I’m going to try and change your mind.
Does Beyonce love her audience? In concert – for sure! She’ll shout it from the roof tops claiming she loves whichever city has come out and paid the big bucks to see her. But off stage while they badger her for photos and gossip- maybe not. So yeah, we might not be Queen Bey but we sure do put on as many performances as she does. Except for us, our callers are the audience.
Some say that a customer is your biggest marketing tool. So it makes sense to appreciate and utilize them. They are the ones paying to see the concert. Ie. they pay our wage and keep the economy going (we won’t go too much into the economic theories behind this one).
In person, you might win your audience over by commenting on their fabulous new nail polish or a fancy watch. On the phone however, we have nothing but our tone – our Beyonce charm. If she can force a smile while hanging out with Kim K then we can give that smile you can hear through the line. Even though you may be reading from a script, a tone can change everything.
So how do we monitor our success, our rising star? Our beloved callers of course. They decide if we are top of the charts or an artist who just doesn’t seem to be releasing any hits – they control the NPS.
We’ve mentioned NPS and what it has done for some of our teams. It keeps us trying, keeps us coming out with that new sound, keeps us competing with our fellow stars and wowing those audiences.
These consumers have chosen to do business with us, to buy a ticket. We need to respect that fact and make the effort – because no one wants a bad review.
The Customer may not always be right. That’s sometimes why they need to call us, but they do need to feel right. They want to feel special, because really, who doesn’t? And just like celebrities need the Paparazzi to keep them in the spotlight we need our callers to keep us on our toes and stay relevant.
Written by Jaz Magic and Ahna Webb Purcell
Publish Date: December 19, 2016 5:00 AM
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