Satisfying Customers In The Age Of Instant Gratification

It’s no secret that we live in an extraordinary time! We have virtually everything we need right at our fingertips. We can communicate effortlessly with people halfway around the world using any number of free tools, and each of us has a powerful computer right in our pocket.

The technological age has made us far more connected, but it also poses some challenges for businesses. It’s more important than ever to make sure that your customer care is as excellent and efficient as it possibly can be. Competition is fierce and the world is shrinking, so you don’t need to just worry about local rivals- the whole planet is full of competitors who would love to poach some fickle customers away from you. How do you satisfy customers in the age of instant gratification and global competition?



Treat Them With Compassion


Remember the Golden Rule! If you want to make sure that your customers stay loyal, you have to treat them with compassion and recognize their humanity. These days, icy or indifferent customer service just doesn’t cut it. You need to fully emphasize with each customer and work diligently to solve their problems. Train your reps to always exercise patience and compassion on every single call. Each customer is valuable, and all of them matter in the grand scheme of things! Remember, people are far more likely to complain about bad customer service than to boast about great service, so never give your customers a reason to bad-mouth you.

If you establish a culture of compassion in your office you’ll start to see a big change in the way that your customers relate to you. At (v)WeCare we make sure that every single rep knows how important it is to be empathetic with customers and we monitor calls to ensure that each customer is getting the gold standard of service. That way, our customers know that they are valued and are less likely to be wooed away by the competition!

Interact With Them On Multiple Platforms


You can communicate with your customers on multiple channels so make sure that you take full advantage of every one! Customers know that there are companies out there that are willing to engage with them in live chat and through social media, and frankly they won’t waste time lingering around in long queues. If you are not communicating with your customers over multiple channels, they are guaranteed to look for greener pastures!

Become technologically savvy. Invest some of your hard-earned revenue into a responsive website that has a live chat option for those who just want to fire off a quick question to a rep. Make it easy for people to want to do business with you, and you’ll reap the rewards of customer loyalty and positive word-of-mouth buzz. (v)WeCare reps know this strategy better than anyone. We take full advantage of new technology to interact with our customers on a daily basis. We’ve built our incredible customer service reputation on allowing our customers to choose what platform they want to interact with us on, and always providing the best customer service to them. The combination of those two elements is dynamite! 

Offer Quick And Comprehensive Solutions


Customers don’t have the patience or inclination to spend hours of their time trying to get their needs met and problems solved. We are used to having instantaneous solutions right at our fingertips! Your reps might not be able to snap their fingers and make a customer problem go away, but they can be trained to offer quick and comprehensive solutions, as well as strive to fully solve the problem in the first call, chat or interaction.

Conduct ongoing training sessions and give your reps all of the tools that they need to be able to address any customer situation that comes their way! When people interact with your company they need to know that their needs will be met in a swift and professional fashion. Vcare reps undergo extensive training and are constantly being apprised of any new changes. Our project managers are experts on all different fronts and can step in if need be. Through training, transparency, and rep empowerment we have created an office culture where customers are fully serviced quickly.

Don’t be afraid of the age of instant gratification and global competition! Use the new dynamic as a way to fine-tune your customer service skills and update your office for the modern day!

Comments

Post a Comment

Popular posts from this blog

Need Email Support, Why Not Outsource?

Image
Do you know outsourcing is the major reason why some companies in western countries make huge profits? Not only outsourcing reduces expenses, it also allows these companies harness a unique skillset that is hard to find in their own country. In the past, the main focus of companies was on outsourcing their voice support services. Offloading voice support to countries like India with a wealth of talented English-speaking workforce made outsourcing simple. Although, voice support outsourcing is still quite rampant, the demand for chat email outsourcing has also gathered pace. Importance of Email and Chat Support On a voice call, the interaction has a personal touch, which is why; it is seen as the primary mode of providing customer services. However, a large section of people prefer text based support for the many advantages it offers. Below are some reasons why chat and email support services are ideal for both companies and its customers: 1.      ...
Read more

Why a Cloud BSS Billing System Is an Absolute-Must for Telcos to Survive?

Image
Reducing costs for increasing the bottom-line of their business has become the primary concern of most telcos operating in the telecom industry. As profits dwindle due to an increase in competition amongst vendors, business owners are trying to do whatever they can to cut costs in one way or another. Off-late OSS/BSS architecture has become the pain point of telecom business. As OSS and BSS systems hit their maximum utilization at different times, they lie underutilized for most of the time. This results in considerable loss for the company, which can be easily prevented by employing cloud-based BSS billing system .   Need for Better Billing and OSS Solutions Although traditional billing and OSS solutions have a strong foundation, they are not flexible enough to accommodate modern-day telecom requirements efficiently. Integration of latest tech in the form of NFV (Network Function Virtualization) and SDN (Software-Developed Network) in telecom work...
Read more

7 Benefits of Customer Service Outsourcing

Image
If you have a business, customer service is essential. But should you have your own customer service representatives in your business, or should you outsource? Many companies are choosing to outsource their customer service representatives rather than keeping a team in their company. Below are seven benefits that you’ll find of outsourcing rather than having an in-house call team. It Saves You Money Even though it might be nice to have your own call center or team of customer service representatives, it can be really expensive. Outsourcing your customer service can be an affordable and convenient solution. This can save you the costs of setting up your own call center. Think about it – you will spend money for the phones, the training, additional electricity, the pay and the benefits for your employees. Not only that, but you’ll need enough space dedicated to customer service representatives. Depending on the size of your company, this can be rather expensive if you have to get ...
Read more