The better the customer care, the better the business. When any business is established, customer care is one of the first department that is established. Customer care is one of the most fundamental things that a business should have. Not to mention the fact that all business is established to attract customers. Every business uses their own tactics and games to do so. Suppose you are somehow able to attract many customers and try to make your business big, some of them happen to have a query but you are unable to provide them with your services. Do you think that customer or client is coming back? No, they will never even consider coming again because of the inconvenience they have got to go through.
The call centre is established for providing better customer care. If you are seeing any problems in that just go through this article and you will find a solution to every problem.
It has happened to all of us that when you are a customer who is there to buy some stuff or make a deal, the staff is all sweet and friendly, but if you return with a problem they will not even bother to listen to your problem. This is such a bad approach both ethically and professionally.
Always hire the employees who have better communication skill, not the troublemakers. Sometimes the customer can be difficult to you, but the key to keeping your patience level much higher.
Call logging, a preferable customer care approach adopted by many. If you are seeing that things are getting out of hand, it’s time to integrate call logging system. It will take the burden off of the employees. The customers also have shown extremely positive response towards call logging. According to them, they find the solution to their problems in no time. It also saves them from the effort of going to the customer care centre.
You do not know where the customer actually belongs or how their nature is. They might be shy or have some anxiety issues. Your environment should be that way that when a customer enters, they feel welcomes. always make the customer feel special. If they are not able to speak the language, try and switch them to the person they can comfortably communicate with. If they belong to a different nation, assign them to the employee of the same nation so that they feel at home. If they are not understanding something, explain it to them multiple time, without feeling irritated.
Training your employee is as much important as anything else. The person you are hiring might not have any previous experience in customer care, train every employee according to your company’s customer care policies. Apart from having the knowledge on how to treat the customer, they should have a full knowledge on the choirs that customer brings, if they are unbaled to solve it, they should now the right person to refer them to. They should ever keep the customer waiting, without any reason.
Published by Mohammad Shoaib