GoResponse Telephone Answering Service Staff

Five ways to gain customer loyalty

For modern call centres, providing exceptional customer services is vital.  As well as searching for new custom, it is important for telephone answering services to increase customer loyalty, making it more likely that they will be able to up-sell to existing consumers.

There are several ways in which customer loyalty can be increased, and one is to embrace any customer community.  A client base should be considered a community, with agents actively engaging with people and taking care to be honest.  Twisting the truth is often seen as extremely bad service, so honesty really is the best policy.

Another important way to increase loyalty is to get things right the first time.  First call response is an important call centre indicator, and there should be no underestimating the amount of positive customer experience that can be achieved by answering people’s problems right away.  New agents should be vigorously trained to ensure that they are equipped with the skills to help people, whilst communication between all team members is vital.

Finally, a great way to find more customers and increase loyalty is through a customer referral policy.  This traditional customer service scheme is often neglected, but offers a great way to kill two birds with one stone.  By providing benefits for referrals, such as discounts or offers, customers have incentives to stay loyal.  Meanwhile, additional custom is also being noted, allowing telephone answering services to thrive.

award winning