Creating Customer Gospeler


Call centers thrive on customer services. Be it inbound or outbound call centers, customers are important. Their needs, desires from the brand, their expectations and feedbacks are more than welcome and top notch priority for the company and their outsourcing services providers.

However, the need of the hour in today’s competitive world is to create Customer Evangelists. Customers who live your brand as you do and will stand by it under any circumstances. With inbound call centers, the process of creating brand loyalists for your brand can be a lot easier given their exceptional customer services.
You can determine customer engagement on the three mentioned categories:

1) Affinity with your products (Will they continue your services even if just in case your competitor offers same thing as yours but at low price?)

2) Purchasing your brand (Their last purchase with you did not go as expected, would they still love to give you another chance?)

3) Positive words (Do they refer your brand to others?)

If the answer to above three questions is yes, you are one of the luckiest businesses experiencing sustained growth of business. If not, despair not. Ask your customer care services provider to adopt the following strategies to implement a better customer engagement model:

1) Increasing the credibility of brand: A customer would purchase a brand only if he would feel that the brand is trustworthy. To make this possible, avoid half truth and half lies. Instead of handling a complaining or disappointed customer later, experts suggest that leave him happy. A plain truth can give him good vibes to make a comeback.

2) Treat every customer equal: Even if a customer is asking you a same thing for the nth time, don’t get irritated or if he is enquiring about a small product, do not treat him as insignificant. He is sparing his hard earned money for it and expects same relationship, time and effort from your side as with the customers with high stakes. The one keyword for you- Be professional and show integrity.

3) Make them Happy: As a call center agent you would never know, what makes them tick. Trust experts it’s just listening to them. Engage them with your conversation. Be patient with them.


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August 2010
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