By Steve Brubaker, InfoCision Chief of Staff
Your Communicators are skilled in resolving problems efficiently so that customers aren’t left on hold and that each phone call is quickly answered and ended, one after the other. That’s wonderful, but what about after the phone call is over? Will your Communicators’ degree of customer care resonate with your customers?
Every interaction with a consumer, whether it’s an hour-long call or a two-minute live chat, is a chance to build a new long-lasting relationship. Oftentimes, consumers only truly interact with a brand when they call into the contact center. Therefore, it’s extremely important that the first interaction they have with a Communicator exceeds their expectations.
Contact centers must focus on being more present and striving to create a customer care interaction that goes above and beyond the phone call to spark long-lasting relationships with loyal consumers. Below are various strategies that you can implement to ensure that your Communicators leave a positive, lasting impression on consumers:
- Exude empathy: Typically, when a consumer calls into a contact center they’re frustrated by a specific problem and want to speak to a real person. Therefore, make sure that your Communicators can emphasize with frustrated consumers by demonstrating compassion and relating to them on a more personal level.
- Perfect first call resolution: Don’t leave a sour taste in consumers’ mouths by not correcting the problem the first time around. You only have one chance to make a good first impression, so concentrate on perfecting first call resolution so consumers don’t need to follow up with a second call.
- Be available: No two consumers are alike. Some prefer automated customer care channels, while others opt for the phone. Make sure that you’re always available by implementing multiple channels for which consumers are contact you, such as social media and live chat.
Use the tips and tricks above to ensure that every customer care interaction transcends beyond the telephone and leaves a positive impact on your valued consumers.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.
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