Company Updates

Are you on top of your customer service game?

When you categorize your responsibilities as a business owner, how high on the list is customer service? Even if you devote countless hours to making sure every dimension of the customer experience is top-notch, eventually you’re going to have a customer who just isn’t satisfied.

Here’s where the most important part of customer service comes in: damage control and prevention.

According to data collected by Win the Customer, customers who have a negative experience are twice as likely to talk about it with other people, both conversationally and in the form of poor online reviews. Furthermore, it takes twelve overwhelmingly positive customer experiences to offset the damage done by that one bad review.

Here are a few other alarming statistics:

  • About 81 percent of customers expect assistance with their problem within 1 hour or less of seeking help online.
  • A customer is 4 times more likely to go to a competitor after having a poor customer service experience with your company, as opposed to an issue with the product or the price.
  • The cost of attaining a new customer is 7 times that of retaining an existing customer.

When a customer hits a speed bump, they want to know that your business is accessible, friendly, and willing to help resolve the issue. The vast majority of people will choose to contact the business from their homes, either through the internet or by calling, rather than returning to the location. Having a friendly representative to respond to your customers’ concerns is crucial. By utilizing the help of a 24-hour call center like TeleDirect, customers won’t slip through the cracks and end up feeling ignored while ultimately deciding to take their business elsewhere. Contact us today at www.teledirect.com to see what we can do to improve your customer service!

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Company Updates

Creating a strong customer base with Telesales

Since the modernization of the telephone, receiving calls at inconvenient times from “telemarketers” has become a running joke for Americans. Society has become so desensitized to the “unknown number” on their caller ID that they no longer answer the phone, or hang up promptly when they discover they’re talking to a salesperson. How do we turn a practice with a bad reputation into a profitable strategy? The answer lies in telesales.

What are Telesales?
Similar to tele-marketing, which is the practice of communicating a marketing message over the telephone, tele-sales also involves a verbal communication between a representative and a consumer. While the goal of telemarketing is often limited to informing a potential customer about your product or service, telesales goes into a much deeper level of customer relations. For example, a telesales representative will make the extra effort to get to know your prospective customers and clients. While maintaining a professional demeanor at all times, the representative will truly listen to the prospect to understand his or her specific needs. Once the representative understands the customer, he or she can offer the customer much higher quality of service, and a stronger relationship can form.

Why do I need Telesales representatives?
If you want to grow your business and increase your loyal clientele base, telesales may be just the thing to elevate you to that next level. Facilitating consistent relationships with your prospects is a surefire way to turn them from leads into loyal customers. Keep things cost-effective and efficient by outsourcing your telesales responsibilities to a diligent call center like TeleDirect. If you have any questions or want to get started on your path to a bigger customer base, visit us at teledirect.com.

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Info Articles

Call Center Outsourcing Could Solve Issues on Poor Customer Service

There’s no denying that customers are the lifeblood of any business. Have you ever wondered how good your company’s customer service is from the customer’s perspective? If not, a survey conducted by the W.P. Carey School of Business in Arizona State University should prompt you to do so. Today.com news contributor Herb Weisbaum discusses an unfortunate finding of the study:
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Company Updates

Beyond the Elevator Pitch: How to Strengthen Relationships with Prospects

When it comes to building relationships with prospective customers or clients, it’s more about the small details that make up the larger picture. Whether you’re into “wining and dining” your clients, meeting up on the golf course for some casual conversation, or sending out email updates to keep your prospects hooked, there are a few very important strategies to keep in mind for any sales effort.

1. Chivalry isn’t dead. No matter what stage your relationship is at, from a first-time encounter to an already budding partnership, going out of your way to be kind is always appreciated. If you’re at a lunch meeting and you get up to retrieve something – a napkin or glass of water, for example – ask the table if they need anything, too. It won’t go unnoticed.

2. Be honest. There’s no point in beating around the bush. If you’ve met your lead in person, you both know that a sales pitch and negotiation are in the near future. Avoid awkward small talk by incorporating your business and its services into the conversation. For example, at the business lunch: “This place has excellent salmon. It’s all anyone could talk about when we had our last sales conference here!”

3. Tell stories. These days, people from every sector of society are bombarded with advertisements and sales pitches on a daily basis. This has caused us to develop an “off switch” that allows us to tune out the continuous flood of information. It’s time to get creative. Tell your prospects stories that they’ll be interested in. Keep your elevator pitch, but tie in a few relatable experiences, too. This will not only differentiate you from the crowd; it will also strengthen the relationship between you and your prospects.

4. Don’t disappear. Remember that relationships are a two-way street. If your prospect feels that you are frequently unavailable, take days to return emails, or don’t really care about them as a customer, they’ll be immediately turned off. Be present, and make sure they know how to reach you, whether that means giving them your cell phone number or your email address.

Every customer is different, and the same formula won’t work every time. The most important thing is to listen to your customers’ needs, wants and concerns, and respond to them in a way that will help clarify things. Fostering each relationship on a day-to-day basis may be too much to add to your plate, and TeleDirect can help alleviate some of that burden. Contact us today on www.teledirect.com to see how you can work towards securing your prospects today.

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Company Updates

6 Current Trends in Customer Expectations

Customer expectations are changing and the expectation bar is rising. Knowing your customers is extremely important, as well as ensuring that their wants and needs are being met by your product or service. Using outdated techniques to make sure you are providing quality customer service could be detrimental to your business and your customers.

Here are a few things to keep in mind that will help keep up with the trends in customer service and customer expectations that are constantly changing:

  • Customers expect accuracy
  • Customers expect 24/7 customer service access
  • Customers expect warranties and hassle-free returns
  • Customers don’t want to be hit with hidden fees
  • Customers expect their complaints, concerns, and all other communication to be responded to in a timely manner
  • Customers expect to speak to humans rather than a scripted service

After reviewing these customer expectations, does your company meet and exceed them? Confide in a company like TeleDirect who will always fulfill your customers’ expectations with every interaction. Contact us today: www.teledirect.com

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