In today’s increasingly competitive environment, one way businesses are trying to gain an advantage over their rivals is by providing customers with the highest levels of customer service. According to Forrester research, 95% of leaders say that providing good customer service is a top strategic priority. It can be complex to understand what exactly customers deem to be a great experience of a business. To help you meet their expectations, we’ve listed out three things customers will look for when in contact with your company.
First of all, customers want to have options for the methods in which they can contact you. Many of your customers will work roughly a 9-5 Monday to Friday week, and outside of those hours have families, responsibilities and social commitments that mean their time is precious to them. If you only offer a customer answering service between the hours of 9-5, you will frustrate a large proportion of your customers who will struggle to contact you during those hours. Consider expanding the hours you operate in, to present a flexible service for your customers.
One of the most important things to remember when dealing with customers is that they expect their issue to be resolved quickly and effectively. The customer is likely to feel already frustrated by the issue they’re calling you about, so the last thing they want is to spend a long time explaining their problem, or being passed through to several people to have it resolved. Understanding your job is to resolve the issue as quickly as possible will go a long way in creating a positive customer experience.
Today’s CRM systems allow businesses to record details on their customers, keeping a record of their data should they need to contact your business. By treating the person as an individual you’re far more likely to build a positive rapport with them and by providing a personalised customer experience, the person will feel far more valued by your business.
If you want to ensure that you’re providing your customers with the best possible service, it could be time to consider outsourcing your customer contact centre. By partnering with an expert end to end customer call handling company, such as Frontline, you can be sure that 24/7/365 your customers will be spoken to and supported in the most effective, efficient manner. For more information, contact Frontline today on 0148 922 2726.