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Five qualities your client is expecting from your customer service. - Zent.io - ContactCenterWorld.com Blog

Five qualities your client is expecting from your customer service.

When a customer is indecisive about buying a product or about what brand of the product to buy, there are some factors that will determine his or her decision. One of them is how they feel with the way they are treated by the company. This is where customer service comes in, depending on the quality of your customer service, the client will feel a certain way about the brand. This might be the breaking point in his indecision and it will push him to buy the product. Also it’s important for recurring customers to maintain their loyalty and have them promote the product and the company to their friends and family. How you treat your customer will determine your degree of success. Because of this, there are certain aspects that need to be taken into account that your clients will expect from you.

 1. Immediacy

When a customer has a doubt he or she expects an answer as soon as possible, because if you don’t give them the answer maybe your competitor will. Therefore you should be available for answers as much as possible, and not only that, you shouldn’t limit yourself to channels that are not live like for example email. You should have an option available for answering as the customer is asking his question. The faster the client’s problem is resolved the happier he will be and the better image he will have of the company.

2. Full attention

Customers expect that when they come to you, the provider of the product, with a doubt or a problem about it, they receive your full attention because it’s their money and time they’re spending. To keep a client satisfied you have to make him feel like his problem is a priority and that you’re doing everything in your power to help and that implies listening to all that he has to say. Even if he or she is wrong they have to have your undivided attention. There is nothing worse than feeling like you’re not being listened to, that can create a very negative image of the company. 

3. To feel important

Customers are not aware that an agent is dealing with 100 of them a day, they only care about their own doubt or their own problem. An agent should make them believe that they truly are a priority to them and that they are just there for them. The treatment of each customer should be unique because each case is unique. Another way of reinforcing this feeling of being a priority is by already knowing everything there is to know about the customer’s case. With the customer history log this is perfectly possible and it would mean that the client doesn’t have to repeat himself, it makes him feel remembered and special.

 

4. Helpfulness

This is quite obvious but it needs to be said. The agent should have the most helpful attitude no matter how tired he or she is. If a company gives the impression that their agents are lazy and aloof most of the time it gives a bad impression, as if they don’t care for their customers. An agent should always aim to solve problems, it needs to be motivating for him. Even if the problem can’t be solved, the client will have a better image of the company because their agents were trying to help by all means. It won’t turn out to be a bad customer service experience with all the consequences that carries. 

5. Being directed to the right person

Everyone has had this terrible customer service experience where you phone a number and the person picking up has no clue about what to do with your problem. Usually this person will forward the call to someone who knows and everything is fine and dandy, but sometimes that doesn’t happen. The client ends  up in a spiral of being forwarded to other workers when none of them know what to do. Because it’s so frustrating, it needs to be taken into account. When someone contacts customer service the departments should be classified and separated so that every call or ticket can be solved by the person who knows about the topic.  

Now you know what to do there is no excuses not to be at the top of your customer service game. Allow Zent.io to help you fulfil these tasks with our customer service software. Why not try our free demo now?

Source: http://www.zent.io/blog/five-qualities-your-client-is-expecting-from-your-customer-service/

Publish Date: September 29, 2017 5:00 AM


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1.) 
CTCOMM

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Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

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Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
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Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

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5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

6.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

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7.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
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Five qualities your client is expecting from your customer service.September 29, 2017 5:00 AM
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