Exceptional listening skills drive customer loyalty. Consider the decline in customer satisfaction when a professional customer service representative providing telephone call answering services or inbound call center services gets the message wrong or talks over the customer. Exceptional customers service representatives drive exceptional customer satisfaction. The title of Vicki Nihart’s article, All You Have to Do is Listen to Your Customers, in the Customer Relationship Metrics Blog sums it up.
Just two tactics that deliver exceptional customer experiences include:
- Answering every call by a “live” person: Rather than waste your customer’s time playing an annoying game of telephone tag, you can quickly resolve their purpose for calling.
- Answering every call by a fluently bilingual customer service representative: For example, if your business serves both English-speaking and French-speaking communities, your customers will be very appreciative that they’re able to converse with your rep using their preferred language.
On Call Centre wrote a white paper on this very topic, which discusses how positive customer experiences retain customers, build customer advocacy, and lead to business growth. We invite you to read the white paper entitled, “Is Your Answering Service Strategy Delivering Brand-building Customer Experiences?”
We’ve been providing answering services and call centre services to our clients located in Ottawa, Montreal and Toronto for over 40 years now. If you’re looking for an answering service provider or inbound call centre service, we welcome the opportunity to talk with you. In the meantime, check out Vicki Nihart’s article, All You Have to Do is Listen to Your Customers on the Customer Relationship Metrics Blog.