Behind every established and successful company are loyal customers. When loyal customers are asked what keeps them coming back, they always respond by saying that they were well cared for and they always get great customer service from the company. New businesses, most of the time, get too caught up with the daily routine of […]
Why Delivering Perfect Customer Service Support is Crucial to Your Business
Even though your brand is well-established, you can expect your customers to switch to your competitors if they feel that you’ve mistreated them. It doesn’t matter how good your products are, the moment your customers sense that you’re just milking them — and that all you’re really after is their money — the’y won’t think […]
How to Grow Brand Loyalty Through Customer Support
Your customers can get easily enticed with great products and services particularly when they are smartly packaged and marketed. However, what will make them stay loyal to your brand is when they receive consistently excellent customer support. When you have fans of your company, you get free advertising from their referral to their friends and […]
Read Between the Lines: Understanding Your Caller’s Behavior
Dealing with frustrated customers over the phone day in and day out can be unpleasant and emotionally-taxing to many call center agents. Even so, a call center organization should make it a point to remind its employees to treat irate customers with patience and courtesy. Why? Because the company stands to lose a significant amount […]
Non-Negotiable Characteristics That Your Customer Service Team Should Possess
According to American Express, “A third of consumers (33%) cite ‘a rude or unresponsive customer service representative’ as the most likely customer service issue to influence them to switch brands or companies. Over one in four (26%) cite ‘being shuffled from representative to representative with no resolution of their issue’.” Another study conducted by NewVoiceMedia […]
5 Mindsets That Can Take Your Customer Service Team to the Next Level
When pressure starts kicking in, the ability to remain calm and composed start crumbling down and we’d rather resign ourselves into believing that the situation couldn’t get any worse. Sometimes, you will be dealing with irate and overly-demanding customers and instead of having control over the situation—the situation controls us. In times like this, we […]
7 Unmissable Benefits That Your Company Can Reap From Great Customer Service
Whether it’s in your store, or through a call centre after a purchase, customers demand great customer service as part of their shopping experience. Growing the customer service aspect of your business requires investments of time and money, but the benefits resonate through every aspect of the company. 1.) Word of Mouth Marketing Customers who […]
3 Most Effective Guidelines When Coaching Call Centre Agents
Intensive coaching and training are very important to make sure that an outbound and inbound call centre agent’s work is of top quality. When clients outsource to a Philippine call centre, the performance of the agents are assessed and strengthened through coaching and training for lesser errors or none at all. Administer consistent feedback to […]
Types of Quality Assurance Procedures in Call Centres
Philippine contact centres monitor performance with (QA) quality assurance procedures assessments. The methods are practiced to make sure that the services are of top quality. QA differ from company to company, accounts or even agent expertise level. However, assuring quality is necessary for all types of transactions no matter what type they are. Although there […]
The Types of Irate Callers and Ways to Deal with Them
Customers seek the assistance of Philippine call centres for many reasons. More often than not, those who dial 1-800 numbers are subscribers who have issues and concerns that need to be fixed immediately. Almost every call centre agent in the Philippines has experienced handling a transaction from an irate customer. Times like these test an […]
