Published by admin on 18 Jul 2013
2. From the beginning of the call can you FEEL their customer service?
One of our clients says that he can feel our staff smiling through the phone. 78% of customers have abandoned a transaction or not made a purchase because of poor customer service (American Express Survey, 2011). You cannot afford to compromise on excellence in customer care. For your customers to FEEL the customer service, those responding have to passionately care about your business and believe in what you do. When selecting a partner, look to see if you can see this organization caring for your customers the way that you would. 7 in 10 Americans say that they are willing to spend more money with companies who provide excellence in customer service” (American Express Survey, 2011). Are you prepared to deliver? Do the company’s/contact center’s representatives enjoy providing customer service, and are they equipped to actually provide resolutions rather than just gather information? We train our team to tell customers what they can do, not what they cannot do. The contact center of your choice should ensure that each communication improves your brand and keeps your customers coming back.