What Your Customers Expect When They Call In
It doesn't matter whether you are handling all of your customer calls or you have outsourced call centre services in Calgary to another agency. Your customers have certain expectations when they call in with problems, questions or concerns. To ensure that you are providing the best customer service or hiring the right call centre agency, know what your customers expect.
The customer may not always think he or she is right, but they do expect you to treat them with respect. Even if you must say "no" to a request or do not have the answer they want to hear, you should find a way to say it that shows respect and professionalism. While this may be easy for those nice customers who are pleasant, it also pertains to those who do not show you the same respect.
What does respect look like in customer service? You should never yell or raise your voice or threaten your customers. You should take the time to listen to what your customer is saying and repeat it back so that they know you understood. This step eliminates confusion and allows you to focus on the core issue: the fact that you and the customer are not in agreement. Even customers that do not like what you have to say appreciate knowing that you heard their point of view.
An outstanding customer centre agent will make every attempt to satisfy the customer. Even if the final answer is not what they are willing to accept, they will realize that you made a solid attempt. This will go a long way in ensuring their loyalty for future business.
For example, say you have a customer that waited until after the return period was past for an item to ask for their money back. You could point out that returning their money now is against your return policy or you could offer another option such as free replacement or a gift card for a future purchase. In some cases, it may be worthwhile to bend your policy and give them back the cost of the item.
When working with your own call centre staff, you should make sure that they know how to handle various situations and what decisions they are allowed to make. You should also communicate your expectations and policies to outside call centre services in Calgary. This equips the agents on the frontlines to provide better customer service and keep your customers coming back.
If you want to see your business grow and increase profitability over time, you must focus on your customer service. If you handle the calls in-house, know that you have trained staff that are respectful and knowledgeable. If you hire an outside company to handle calls, equip them with the necessary information so that they can keep the customers happy and present a positive image for your company. After all, your customers are your company's most important asset, and you cannot survive without them.
Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.