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Published on Oct 13, 2017 at 7:00 am in Customer Service

Are your contact center agents still greeting your customers with this line?

Asking your customers this question is just as bad as asking them their name. Customers expect that you know who they are and what they need before you ask them anything else.

How can you engage with your customers to get them to be loyal to your company? By delivering the best customer experience according to the following principles:

Know me – you know who your customers are at all times. You know their preferences, let them decide how, where, and at what time to get in touch with you.

Remember me – you never ask the same thing twice; on the contrary, you predict your customer´s needs and preferences and proactively contact with relevant services and products.

Surprise me – You listen and act upon what your customers tell you. You simplify any complexity of your service or product for them, and if you happen to fail in your relationship, you do more than just fix what has been broken, you go the extra mile to engage positively again.

But how exactly can you do that? Again, that is where your contact center comes to the rescue.

Gather as much information as you can about each customer and make it accessible to your agents. Additionally, ensure that you have an omnichannel view of each customer to provide the same level of service regardless of the channel they used to reach your company.

Then, empower your contact center agents to make decisions on the fly to accommodate the current needs of the customer, instead of making them follow a rigid script. Agent empowerment is key to successful customer experiences. Several studies prove that the main motivators of contact center agents are helping customers and solving their issues, then, act as a facilitator and give them some autonomy to do what they think is best for each specific situation. All customers are different, making it impossible for one campaign script to fit all.

Last, but not least, be proactive. Use all the information you have gathered and give your customers an unforgettable service. Predict what their needs are and make the first move to meet them. If you find a problem with your product/service, acknowledge and announce it before your customers find out. Tell them what you are doing to solve the problem and make it clear that it won´t happen again.

Today´s customers are empowered customers, their expectations are higher than ever, and word of mouth is a powerful weapon. We can help you to be part of the highest statistics ratings for the service you give to your customers.

Celia Cerdeira

Celia Cerdeira

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