The role of customer service representatives has changed. Leaving the vital task of communicating with customers in the hands of untrained personnel is a risky move and could lead to your loyal customers becoming dissatisfied with your brand.
According to a survey by Vision Critic, 42% of consumers will leave a brand after two bad experiences. Also, given that almost 91% of consumers will leave a brand without complaining, many companies don’t know why they are losing customers. But if recent trends in customer service expectations are any indication, the need for more personalized, fast, knowledgeable and friendly service is leaving many brands unprepared to meet those needs.
Pleasing the Customer
Many companies think they’re meeting customers’ needs, but needs are constantly changing and it’s important to reevaluate your customer service strategy regularly. Since the onset of the pandemic, consumer behaviors have quickly evolved – some would say a more accurate description would be that these behaviors changed almost completely.
What does “pleasing the customer” mean anymore? To most, meeting their needs means providing fast answers to them through a channel they prefer to use. This could be via chatbot, email, self-service solutions or the more personalized and popular method of using the phone to talk to a customer service representative.
Pleasing the customer means connecting with them on an emotional level, which requires expert communication skills, empathy and a passion for solving problems. Did you know that 30% of customers will pay more for a product if they receive top-notch customer service? Not only will you boost loyalty and retain customers for longer, but you’ll also have them spending more when you treat them like they matter to your brand.
Contact Center Services
Today’s consumer wants a personalized experience and ready access to product information. They demand representatives who know what they’re talking about and will do it in a friendly manner. This is why so many U.S.-based companies have partnered with nearshore contact centers that have a proven track record of pleasing customers.
At Protel BPO, we’re experts at hiring the right personnel, hiring people who care about what they do and are proficient in their communication skills. We have built training programs that completely inform our agents before they hit the floor and talk to your customers. We bring in our clients to help us absorb their company culture and take a front-row seat in the onboarding process or when introducing a new product or service. We become an extension of your brand, so if you want to meet the needs of today’s consumers, contact us and let’s talk about the value you’ll get when partnering with Protel BPO.