Your customer is king, but that isn’t to say that you should only roll out the red carpet in response to a customer complaint. As a company you should be constantly looking at new ways to improve on your customer care levels, improving customer satisfaction levels, and as a direct result improving brand recognition and profits. Being proactive is the key approach to improving levels of customer care, and this can include any number of techniques, including reaching out to your customers and building a brand on social media, as well as solid complaints procedures that provide fast resolutions to any problems your customers come to you with.
With a proactive approach to how you connect with your customers you will experience a significant drop in the number of customer queries and complaints. This is helped by the fact your team is solving problems before they are even apparent to your customers in some cases, but there will always be certain calls or queries that are completely unavoidable, so it is vital that your contact centre team is fully prepared for these moments and understand how to help immediately.
Being proactive about social customer care is important as it helps to improve the levels of customer loyalty. Being proactive with your customers demonstrates to them that they matter to you. Being proactive also helps to acquire data and information about your customers that could be invaluable to your long-term approach. A happy customer is much more likely to answer survey questions for example, than a customer who is waiting too long for a complaint query to be replied to. It also helps to create a trustworthy and loyal relationship with customers in an extremely competitive marketplace. As more and more competitors emerge in the market there is very little to differentiate companies on price, and this is where you can gain a significant advantage through customer service practices that stand out from the crowd. By being proactive and understanding what your customers are thinking through analysis of social media and the like, also allows you to get ahead of any potential problems further down the road. Social and online chatter can tell you where your customers are perceiving poor standards and you can change things before complaints start arriving.
Especially in contact centre teams it is important to understand the customer and see trends and patterns that could make a difference to your approach. With customer surveys conducted at times when the customer is most likely to be receptive to them, as well as a committed approach to building an intelligent and transparent brand through social media, you can begin to see where and how your customer service levels can be improved upon. For your contact centre requirements always look for a service that understands your industry, but also has high standards of training and customer service experience. That way you can ensure there is no difference between your in-house dealings with customers and the contact centre staff’s dealing with your customers.