customer contact consultancy
DESCRIPTION
The biggest misconception in customer contacts, is that it is difficult to understand their expectations. In the end, customers only rate your level of service based on 4 criteria.TRANSCRIPT
NBC3 – Customer Contact Consultancy
Standing out from the Crowd!
Customer Contact Management 2011
NBC3 Consultancy – Wethouder Hillenstraat 5 – 5913 RT – Venlo – Netherlands - +31 (0)6 17861978 – [email protected]
Do you know what your customer expects from you ?
4 Criteria for Excellence !
1. Ease of Contact#1. Ease of Contact
To have a choice of contact channel, including social media
To have clear service documentation
To find your website complete and up to date
No excessively expensive service telephone numbers
Customers enjoy choices within their comfort zone.
#2. Speed of Contact
Not to wait too long before speaking to a human agent
And without 50 different IVR menu’s to survive
Not to be put on hold several times
No need to repeat everything
Simple steps may be automated
Connect me with the right person straight away.
A customer’s time is valuable.
#3. Quality of Contact
All CSR’s are professionals
They are pleasant and polite
And are not held back by stupid policies
Or lack of training and knowledge
They are there to resolve customer issues
And always, always keep their promisses
Customers should always be respected.
#4. Expectations
Your customer service is as good as your brand.
Every brand is a local brand...
... supported within the region.
After the initial contact the service provider takes over the initiative.
Consistency is key.
Always look for opportunities to exceed.
Customers expect you to be there for THEM.
4 Criteria for an Excellent Customer Experiences
NBC3 – Customer Contact Consultancy
Do you think you stand out from the crowd ?
NBC3 Consultancy – Wethouder Hillenstraat 5 – 5913 RT – Venlo – Netherlands - +31 (0)6 17861978 – [email protected]