Deliver Exceptional Customer Service
What could an effective telesales operation do for your business?
For businesses to thrive in today’s economy customer service needs to be at the heart of every business with customer friendly processes at every touch point. If you truly understand what your customers want and expect then you can deliver an exceptional customer experience by exceeding their expectations consistently. Not every now and again, or just once but each and every time you make contact with your customer.
Make every customer contact count
That’s what makes the difference. Outstanding customer service – delivered consistently – can be a real differentiator from your competitors. According to the global management consulting firm Bain & Company a customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related.
Customer service is often perceived as being a bit soft and fluffy and a cost to the business. In fact, an effective customer service operation is key in contributing to the bottom line by reducing costs and generating profit. A 2% increase in customer retention has the same effect as decreasing costs by 10%. Source: Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
When you consider it costs 6-7 times more to acquire a new customer than it does to retain an existing one it makes sound commercial sense to focus on keeping your customers happy!
A dedicated, well trained customer service team can make a real difference to your business or organisation. Equipped and empowered to resolve customer issues quickly and effectively they play an important role in retaining customers and growing the business. As representatives of your brand customer service personnel have the power to build relationships and generate loyalty.
Accurately assess the quality of your customer service with customer surveys and feedback programmes. These are useful ways of gauging how customer service levels in your business are perceived.
Measuring performance is essential. Put robust systems in place to assess customers’ satisfaction levels and measure the quality of your interactions with customers. This is an important step to ensure consistency and quality is achieved on an ongoing basis.
Want to find out more? Give us a call 01227 389570 and
If you would like to see how we can help you deliver exceptional customer service then give us a call 01227 389570
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