A call center requires a certain level of preparation and organization in order to function effectively and get your customers into the hands of the right experts. Here are three popular methods for phone-based support as suggested by Kristin Robertson in her book, Spectacular Support Centers.
The best way to improve upon your customer service skills and performance is to plan properly, and keep that plan changing as the market and consumers demand. This sort of informed, active policy is the only way to ensure that you’re meeting the needs of the customers on a day-to-day basis. Staying informed requires a lot of attention to detail and open-mindedness, along with one key factor of business: utilizing your reporting and analytics capabilities properly.
Traditionally speaking, customer service has been used to resolve customer concerns that come up after the initial interaction of purchasing a company’s product has already taken place. It was used as a backdrop, which was not always necessary and had no real impact on the front end of business such as sales numbers or the longevity of the company.
The customer service industry has a unique history which has led to today’s state of affairs, where “customer service” has connotations with negative vibes, dicey conversations, and dissatisfactory results. However, it’s a provable fact that your company’s customer service reputation has an enormous impact on the way your company is viewed, the likelihood that customers will buy, and even the amount of money that customers are willing to spend. All of this hinges on the performance level of the customer service team.
This month PhaseWare will be releasing the next item in its downloadable collection, this time centering on importance and proper usage of your company’s valuable customer feedback. This document comes as one of the set of imperative instructional pieces your company can use to better itself, its product, its performances, and its image in the public eye.
Customer satisfaction is a game that every company must play. It can be difficult to nail down what exactly will provide the right kind of support, when offered opinions can be so polarizing amongst even a very similar customer group. But the facts stand, and these should be acknowledged when financing, organizing, and preparing your customer support system. What does the customer really want? A recent report by the Consumer Preference Contact Centers provided some pivotal perspectives on how and where to strengthen your customer support department.