Though price and quality of products and services are what primarily attracts customers, having them return and remain loyal to you after receiving a round of bad customer service might be an utter impossibility. You may think that the customer service you provide is the best that it can be, but you may be wrong in this regard. Here’s an excerpt from a CBS News article about customer service that may enlighten you:
“Do you think your customer service is more on point than ever? That the cutting-edge technology you’ve put in place has brought your customer game to a new level? That your self-help processes make it easier and more frictionless than it’s ever been for customers to get their needs met and issues resolved?
Well, there’s a good chance you’re wrong.
So suggests a recent study of what customers are looking for by American Express. According to the report (which was produced by an independent testing firm and is based on customer surveys), regardless of technology, resources or access to multiple modes of 24/7 communication, the attitude and desires of the customer—and the things that determine whether she is likely to be happy or disappointed—haven’t changed with the times.
According to most customers, “old-school” still rules.”
The article goes on to note that most customers are willing to spend significantly more just to receive great service, and that quality personal connections matter the most. If you’re ready to admit that your customer service could use a little help, then it’s time you learned more about call center solutions.
Benefit for employees
Are your employees frequently unable to get to the phone promptly? Are the calls forwarded to the proper person and politely answered? A call center solution equips you with a dedicated and knowledgeable staff that can handle all your calls to free your employees to do their main tasks more efficiently.
Benefit for customers
A call center solutions package can be designed to handle your customer’s calls in an uncomplicated manner. Agents are trained to handle any and all forms of customer inquiries quickly and efficiently. With the help of trusted call centers like TeleDirect, what you get eventually are happy customers.
Happy employees and happy customers can only mean one thing: Better profitability. Hiring an established call center solution service like TeleDirect will consequently increase your bottom line and productivity, boding well for the future health of your company.
(Article Excerpt and Image from Most companies fail customer service test, CBS News, Nov. 6, 2013)