“Most of your competition spends their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.” – Seth Godin
Your consumers are statistics, your customers are people. They are not robots. They have good days and bad days, just like you do. So, when you ask a wide group of people that what brings them to you, to do business with your brand, their answers would majorly revolve around high quality ‘customer experience’.
But isn’t that something which you already know? It is also something that your competitors know about and are working on it. They are leveraging customer data, they are keen to make that extra effort to make things better and provide enhanced customer experience. The only difference that you can make in this regard is to make religiously follow certain tricks and hacks, make them a part of your work regime and motivate your call center agents to do the same. After all, your customers will not remember you for what you did and what you said, they will remember you for how you made them feel.
So, here are 5 ways in which you can promise and create personalised customer experience and strategize accordingly.
1. Refer to interaction history
Some of your customers are going to be frequent callers. They will call in every start of the week to check on their business transactions which can range from weekly balance updates to checking on delivery requirements. You can make it a personalised customer experience for them, by proactively answering their frequently asked questions. You can mail them their balance sheet every Monday or intimate them via messaging service. Of course, this needs to be done without coming across as nosy.
2. Gestures of goodwill
A gesture of goodwill can impact your customer service in the most promising way. It can uplift your agent’s motivation as they have more power to make certain decisions and showcase that they actually care in those cases. If it’s your customer’s birthday or anniversary, you can plan ahead and greet them. This can make a whole lot of difference and make it easy to handle even irate customers.
3. Recognise what your customers want
Every customer will have a specific set of requirements and opinions. Some customers are really hard to please, while others are absolutely stunning to talk to. You need to train your reps to mould their customer service skills as per your customer’s requirements. This will bring an edge to your quality of customer service and overall customer experience journey.
4. Build an emotional connection with your customers
We all have heard that phrase, “It’s not what you say, it’s how you say it.” This is the key to having great and happy customers. You can deny their request for something or you can say a no. It is about saying it in a sympathetic and polite manner. If you can empathise, build rapport with your customers, more than half of your calls would be straight 8 on 10s.
5. Feedback is essential
It is very important that you keep your customers in loop. It is imperative to know their say and understand what they want from your brand and business. It is also important to give them reasons to come back and do business with you. Their feedback and suggestions can take your customer service tactics forward in leaps and bounds. Feedback can range from online surveys to calling them personally and asking their overall service experience.
I hope this list makes it easy for your call center agents to uplift their motivation index and serve your customers in a better manner. If you have more points to add or feedback to share with us, drop a comment below.