4 Elements Of Support Your Customers Want
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When customers call your helpline, they have expectations. Understanding these expectations is the first step in developing a satisfying customer service relationship. If you fail to live up to the expectations of your customers, you’re going to fail as a company. Customers who receive bad service from a company are not going to continue to give their business to that company – you wouldn’t either, right?
People remember a bad experience despite the hundreds of others who may leave a review citing a good experience. Customers need their expectations met, and it’s up to you to understand what these expectations are. You need to provide the best VoIP solutions so that your communication is on point, you need to provide the best staff training, and the best resolution to any problem without the customer feeling out of joint about it. If you can provide the best customer support, you will get repeat, happy and secure customers. We’ve put together five of the things that customers need from a support line, and how you can ensure that they get those things.
Solutions
When a customer calls a support line, they’re looking for a solution to a problem. In order to ensure that your staff are meeting the needs of your customers, you need to know that they are resolving the issues in a prompt and efficient way. It’s not always easy to chuck compensation or freebies at customers, either, because you need to be able to communicate properly with customers so that they feel well looked after. Your staff needs to have a solid understanding of the issue so that their advice can be on point: which means you need to significantly invest in staff training.
Quick Resolution
You’ve been there; you call a company to complain and they put you on hold, trying to get out of helping you in the way that you need. It’s frustrating, right? You need to provide a quick service when it comes to resolution. Train your staff to resolve almost every single possible complaint there and then, preventing disgruntled customers having to wait on hold for the right resolution. If you also use a call conferencing service to bring in the more experienced manager or agent, your customer can feel like they are looked after well.
Personal Experience
One of the biggest things that you can offer customers is a tailored and more personal service. You need to have your staff trained to be quick with bringing up the information of the customer to find out what products and services that they have bought from you lately. This way, the service that is given can be personalized to the customer’s needs.
Enthusiasm
The worst thing for customers to experience when they call you for support is a bored, impatient voice at the end of the phone. They want someone who sounds genuine and enthusiastic to hear from them. Staff training on phone manner is so important if you want to deliver an amazing service. Teach your staff to speak with a smile and your customers will notice.
Customer satisfaction is important, as is the delivery. Be smart and get your staff on board with customer expectation: you won’t regret it.
