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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


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

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.

4.) 
DiRAD Technologies

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.

6.) 
Megacall

VOIP services
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

7.) 
NetSapiens

SNAPsolution
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...
(read more)

8.) 
Nuxiba Technologies

CenterWare
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!

9.) 
Televergence

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
 



View more from Zent.io

Recent Blog Posts:
How to properly use Social Media in your businessOctober 30, 2017 5:00 AM
How to organise your work spaceOctober 26, 2017 5:00 AM
How to make the most out of the chat channelOctober 22, 2017 5:00 AM
Advice to better the communication between agent and clientOctober 18, 2017 5:00 AM
Six things that prove your customer service is efficientOctober 14, 2017 5:00 AM
3 ways you can improve your phone customer serviceOctober 10, 2017 5:00 AM
A Customer Portal that’s useful for everyoneSeptember 30, 2017 5:00 AM
Five qualities your client is expecting from your customer service.September 29, 2017 5:00 AM
Customer history log, the agent’s BibleSeptember 27, 2017 5:00 AM
Five reasons why you should update your Customer Service softwareSeptember 26, 2017 5:00 AM

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