Monday, August 20th, 2018
Most business owners would hopefully agree that whilst it is essential to strive to meet customer expectations, going that “extra mile” can really pay off.
Taking those extra few moments and thinking outside the box to provide an innovative solution that doesn’t necessarily meet company policy, or even just following up can be the difference between a customer retained (i.e. one that may very well recommend your service/product) and a customer that is lost forever.
Whilst innovation and automation are an ever-increasing part of today’s customer service industry, human interaction remains a crucial component. Sometimes, a simple phone conversation can solve a customer’s problem in minutes, leaving them happy and content. A well-resourced professional customer service team that has at its fingertips full knowledge of their clients’ products and services will always be right at the heart of any outsourced contact centre solution.
It follows that no matter what IT systems are in place across the plethora of communication channels that the digital age has welcomed in, without professional customer service operators (be they in-house or outsourced), there is always a risk that real world customer satisfaction levels will be lower.
In short, the “personal touch” remains an essential ingredient and highly trained staff who are both empathetic and knowledgeable will always be a crucial component in any customer facing environment.
So, is your business ready to take your customer experience to the next level? If so, call mplcontact of Sutton Coldfield, Birmingham on 0121 362 7001 to learn more about how our team of experts can help your business do just that.
We very much look forward to hearing from you.