Three Ways to Maintain Your Customer Service Edge

Posted by John Rake

10/17/14 9:35 AM


As it becomes more increasingly difficult to compete for consumers’ attention, the burden is on companies to find new, better ways to satisfy discerning consumers. Companies are casting an eye toward ways to maintain their customer service edge. If you’re struggling to come up with ways to “reinvent the wheel” consider the following three ways to maintain your customer service edge:

  1. Continue to capture voice of the customer data: With so many communication channels available, voice of the customer data is flowing into organizations at a rapid pace. Businesses can effectively capture voice of the customer data from agent desktops, social media, live chat, surveys, and other channels to measure and monitor customer needs and preferences. In return, you’ll be rewarded with improved customer loyalty. For more information about this, click here.
  1. Improve agents’ skills with coaching and training: Contact center agents are on the front lines with customers every day. How they approach, conduct, and conclude every interaction can make the difference between a satisfied and a dissatisfied customer. Use coaching and training programs to offer feedback, analyze interactions, give on-the-spot direction, and help agents constantly improve the customer experience. After all, the consumer is always right. 
  1. Offer more communications portals for consumers: Consumers no longer just pick up the phone to place an order or find out information about a product or service. They look online; visit a company’s social media pages; log on to live chat; or send an email. The more ways your customers can contact your company and get a prompt response, the greater your service edge.

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Topics: agent coaching

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