There are many things that a good customer contact center strives for. It’s important to maintain positive relationships, strive for superior customer service, have happy customers and set all employees up for success – all while continuing to build upon customer loyalty. Each of these topics are commendable as individual goals, but they also work together as a team to achieve and build long-term customer loyalty.
A loyal and happy customer is what every business should strive for. As a call center agent or representative, this should be at the forefront of your mind with each and every call. Customers are the foundation of what you do. Isn’t it exciting when an individual calls and they are upset, only to end the call with a happy and satisfied customer? Knowing the skills and steps that it takes to make said customer happy again is the art of what a great customer service representative does.
Remember that it’s not always easy to please customers 100% of the time. You will have major successes and failures. The best thing to do is to learn and evaluate the situation so that you can try for a different outcome next time.
Here are 4 ways contact service representatives can achieve customer loyalty
- Always listen to what the customer is trying to tell you. Sometimes you might think you know what they want or what they are asking and jump ahead to the solution without getting the entire story. Someone who is calling with a complaint wants to be heard, as well as be offered a solution. Take the time to listen, repeat back their issues and begin to address them in a timely manner. Be sure that you are both on the same page and don’t forget to offer empathy. Most customers understand that things go wrong. They just want to know that someone on the other end of the telephone understands.
- Build rapport with the other person on the line. To help build customer loyalty for your client, it’s always a good idea to build rapport. As you listen to the customer (see tip #1) and begin to understand them, take the way they are talking or what they are concerned about and build upon it. Perhaps they are calling in because they had a bad stay at a hotel you represent. The individual on the phone was upset because they expected a clean room and were in a rush to get to their children’s all-state soccer match. Begin to build rapport by showing empathy and asking short and general questions about their child. “I am sorry to hear that you came into a messy hotel room. But may I ask, how did your child do in the soccer match? I played soccer when I was a child, too.” Remember to be authentic. Making the situation and yourself a “real” person can help the customer understand that you are here to help and you will get to the bottom of what happened.
- Offer them something to come back for. This tip might depend on the client you are representing, but you might be able to offer the caller something to come back to the business for – perhaps to show them you care and that their issue will not be duplicated. It’s always rewarding when a customer calls, perhaps to cancel their service, only to be turned around by the end of the call. That’s a great way to build customer loyalty.
- Treat each caller like they are important and that their reason for calling is important, too. When you have call after call, person after person, it might be hard to remember that each caller (incoming our outgoing) is as important as anyone else. Treat the customer with loyalty and respect and most likely they will do the same to you. Sometimes it’s not easy when a customer is upset, but take a moment to try and put yourself in their shoes. Never forget that they are not angry at you, but at the situation. You are also as important as they are!
A good company will have training and reliable tips for you to help build customer loyalty and achieve success. Try to refresh your memory as often as you can. Take these 4 tips or any other tips you find helpful and consider writing them down on a sticky note. For example, write “always listen, build rapport, offer a solution and each caller is important” down on a note and stick it to your monitor as a friendly reminder. Being a good customer service representative is all about learning, growing and being open. We hope these tips help you achieve superior customer service and customer loyalty.