Let’s just cut to the chase here. The question posed by the title of today’s blog is a trick question. At least, it should be. Because if customer service isn’t vitally important to your brand, you’re in the wrong business – and that’s the business of being in business! You see, it doesn’t matter what type of business you own or what industry you’re a part of – one thing remains true for every entrepreneur – a focus of top-notch customer service is a must!
Why is providing excellent customer service so important? Well, there are countless reasons, if we’re being honest. But let’s start with the fact that there is a lot of competition out there. In many cases, customers will either choose your brand or go with your competitors based on the service they receive. And that’s because, in many cases, you’re selling the same or similar products and services.
Customers value the experiences they have with particular brands. They remember when they are referred to by name, when they are greeted in friendly manners, when they are made promises that are kept, when their questions are answered promptly and correctly – you get the picture. If customers feel that they can receive these great experiences elsewhere, they won’t be likely to return to your business for the needs your business claims to satisfy.
How can business owners improve their customer service? Again, there are actually countless ways to improve your customer service. But let’s start with the basics. Being polite and courteous are tasks that shouldn’t have to be mentioned, but we’ll mention them nonetheless. But let’s focus, for a bit, on providing accurate information. Customers need to feel that they can trust the brands they work with.
If they are provided inaccurate information, it almost always leads to a great deal of frustration. Often, brands have tough times recovering from mistakes that were made by their customer service reps. This is especially true when inaccurate information is provided over the phone. If it’s as easy as dialing another number to get superior customer service, most consumers will choose to do so. It’s important, therefore, to employ a highly competent staff.
How can you ensure your customer service levels are top-notch? For the most part, it comes down to good training and constant feedback. Having approachable, knowledgeable and enthusiastic call centre managers can definitely help the levels of customer service your company provides over the phone. At MeloTel, we’re happy to offer the perfect tool for helping your managers and supervisors monitor performances and provide ample feedback!
It’s call Monitor/Whisper Control Panel. With this innovative feature, call centre managers and supervisors can listen in to their phone agents’ calls live and as they happen. They also have the option of whispering information to their agents without the other parties hearing anything. That way, they can provide assistance to improve customer service in an immediate way. Resolving issues at the first points of contact goes a really long way in impressing customers!
Let’s work together on proving to your customers that you prioritize providing excellent customer service. For more information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
