GoResponse Telephone Answering Service Staff

Optimise customer care with empathy, control and communication

Happy woman on phoneProviding good customer service has always been vital for businesses, but its importance has reached new heights in the digital era. People now have far more freedom of choice in the way they contact brands as well as the variety of services and products available. That is why it is essential for call centres to optimise their consumer care if they wish to retain loyal customers. Businesses that need a 2016 shake-up should prioritise empathy, communication, and staying in control.

One of the most important things that telephone answering services agents can do is empathise with callers and customers they speak to online. The best way to keep people happy is to listen to them and reassure them. Allowing callers to air their frustrations can be a positive way of providing customer care, giving people the chance to be heard and getting their problem or query answered.

Second, it is crucial for call centres to remain in control. This means understanding response times and the consumer journey. Identifying hiccups can help iron out problems and lead to better service.

Finally, communication is vital, especially when it comes to the progression of a customer’s case. People can abandon companies for competitors quite easily, so consumers must always be kept up-to-date. This includes regular newsletter and brand updates, but it is also important to communicate with clients regularly, even if it is just to say that their case is still being investigated.

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