We’ve heard the phrase “grow up” at one time or another…but as we all know, growing up isn’t a simple process. As children, we are encouraged to use our imagination, yet this inquisitive, care-free state of mind is halted when we transition into our teenage phase. These cycles of development continue until we’ve reached adulthood, where a final stage of maturation is achieved. So how does the human lifecycle compare to the business/customer relationship? The two may have more in common than you think.
Your customers go through phases, too. When you first interact with a customer, he or she may have many questions. The minute your customer picks up the phone, the individual – understandably – expects to receive your undivided attention and help. And as we all know, the customer experience can make or break a sale. This is precisely why customer reps should accurately identify and effectively rectify problems of the past to alleviate some of the major pain points that customers experience.
For example, John may have been a customer of yours in the past, but still in a stage of curiosity, went off to explore his other options. He disappointingly comes back from the competition and decides it’s time to give your company a call again; however, the last thing he wants is to navigate through issues that were at one time pertinent but are now irrelevant or discover that his contact information is now untimely. Repetitiveness is consistently a top customer frustration faced in the call center.
There’s quite a variety of robust, advanced call center solutions that can give your customer relationship a boost in the right direction as they explore your offerings, core competencies and more. Does your solution support your more curious customers?
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