Just think about when you go to a store or a site online, what is it that you want? You want help to get whatever it is that you need, whether it is a service or a product. More times than not…you want it right away.
When customers call us at work or come into our place of business they are there for only one reason…they want help. Either to get a service or product and guess what? They want it right away.
Most of the time when people come to us we don’t give them the help that they need, we give them problems. They can’t get through without the automated attendant, voice mail or other hoop to jump through.
One of the cries of the mass consumer is “You wouldn’t believe what I had to go through just to speak to a live human being.”
Customers will want to talk to you, a real human who can help them. If they believe that you can solve their problems (resolve their situations) you will gain their trust. If you have their trust, they will not call your competition and they will not be as price sensitive. Your customers just want help and comfort.
1. How do you know that the customer receives help when they call?
2. Have you documented the BEST responses for every reason a customer calls or contacts you?
3. When you are the customer don’t you expect real help?
Learn the top 5 reasons why your customers call and develop the BEST way to respond to each need.