Do You Know Your Customers and What They Really Want?
Understand The Priorities of Your Customers & Solve Their Problems – It’s important for business owners to delve into what customers really want. Most products and services are available from a wide range of providers. What customers are often really looking for is the special touches of customer service that sets one company apart from its competitors. Engaging with your customers and finding out what they’re actually looking for is a recipe for success.
Engagement is the watchword when it comes to understanding customer priorities. If you rely on a single person to answer phones and relay messages throughout your organization, there is a very strong chance that you’re not creating the level of engagement you really need. What happens when that one person is out for lunch, or sick? Likely, your company is not really prepared to take up the slack in a meaningful way.
Also, don’t think that a voicemail system is a substitute for having a trained professional on the other end of the phone. Customers expect quick responses, and if they get a voicemail instead of a person, you run the risk of someone hanging up and ringing up one of your competitors instead.
Here are five ways to meet your customer’s pressing needs, and to increase overall customer engagement.
Customer Watn To Deal With Skilled Employees
If you’ve ever dealt with a poorly trained or unskilled employee, you know how frustrating it can be. Your clients want to deal with well-trained, professional agents who know your product and your business.
A good call center will have programs in place so you can train your agents in the primary aspects of your business. This ensures that no matter who a customer gets when they call, they will be speaking to someone who can provide them with intelligent, thoughtful responses to their inquiries.
Clients Want Their Needs Meet Quickly, and Correctly
You value your time, and you shouldn’t value your customers’ time any less. People want to call in, and speak to the right person, right away. Someone who can have their concerns addressed the minute the phone is picked up will leave the call feeling respected and taken care of, instead of frustrated.
Customer Expect Constant Accessibility
In the age of the Internet and high-speed communication, clients expect companies that can respond to concerns at any hour of the day. If you can’t meet this need, there is a chance that one of your competitors can. By utilizing a call center that has 24-7 availability, you ensure that a skilled, trained, and professional agent can deal with your customer concerns even during hours when your business might normally be closed.
A professional, polite, and upbeat voice on the other end of the phone can be a real pleasure, especially when compared to trying to deal with someone who sounds tired, cranky, or uninterested in the task at hand. Professional answering service agents are trained to always project a positive impression to your clients.
When you consider this list of client priorities, the advantages your business could enjoy by employing a reliable answering service should become clear. A 24-7, well trained, polite and prompt answering service will keep your clients happy, even during the middle of the night when you simply can’t have your operation running at full capacity.
Author: Michael Cynar
Michael Cynar has over 30 years of executive call center and answering service experience. He is a successful business owner and lead generation expert and shares tips to help other entrepreneurs build and grow their business through leads generation and lead capture solutions. His mission is to share carefully guarded marketing tips that will help small-medium business compete on a smaller budget.