Meeting our Customer Expectations
10 / Sep / 2012
By Robin Villariza
Finding out your customer expectations is not that hard. Customer expectations are high and they expect you to meet them. Your customers are calling your call center because they need help to purchase a product, to resolve an account issue, maintain a product or ask a number of questions that they believe your call center can assist them with.
It may seem odd that your customer’s expectations are high because many customers may be anxious, frustrated, or even short-tempered. However, if their expectations were not high, then they would probably not be a customer of your business or products. They would be someone else’s.
This is a very advantageous position, but one that needs to be considered when outsourcing your call center. Even if the customer has received an error in billing or the product & services is deficient, customers will still have a high expectation that when they call, the issue will be address and answered.
If their expectations are not high, the odds are that this is because the customer has not been able to obtain the assistance they expected, and you are in the verge of losing these customers.
One would think that if customer expectations are high to start with, it should be easy to provide the customer with an experience that maintains them as a valued customer.
Conversely, the disadvantage to this assumption is that any call center can only meet the expectation of their customers. Agents can rarely exceed them. Worse, there is a high potential that call center agents may fail unless proper planning and training are in place.
The primary objective of meeting customer expectations is First Call Resolution (FCR).
Customer call with the expectation that whatever problem they may have the call center representative will be able to address or answer it in a single call.
Call Centers like Focus Services provides agents access to systems with a single view of the customer data. We continuously train our agents on how to engage the customer,build a relationship, and meet the customer needs. Empower and give our agents authority to solve the customer issues and an award program that encourages First Call Resolution.
A second objective of meeting customer expectations is for the agent to build a relationship with the customer. This unique interchange between customer and representative happens almost instantaneously with the initial salutation. In a small amount of time, the agent has to gain the customer’s trust, overcome any previous issues, and address the current problem.
An immediate relationship is formed based on the customer feeling he is valued-which is what the customer expects.
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