Company Updates

Customer Surveying: A How-To Guide

While many aspects of your business can be measured quantifiably (such as sales, taxes, overhead expenses, etc.), certain factors are more subjective in nature. So, how do you determine if your employees are delivering great customer service? One of the easiest and most effective ways to gauge customer satisfaction levels is through customer surveying.

What is customer surveying?

If you’ve ever been asked to provide feedback on a shopping experience, you’ve participated in a customer survey. Surveys may contain a variety of questions, anywhere from one to 50 or more different criteria, and may even offer an incentive to complete, such as a discount or entry into a contest.

What kind of customer survey is right for me?

A customer survey can contain many different types of questions. These include, but are not limited to: true/false questions; Likert scale (rate from Highly Dissatisfied to Highly Satisfied); or open-ended. First, decide what information you’d most like to glean from your customers. You may want to receive feedback on a specific aspect of your company (such as the website, or the layout of the store). After you’ve decided what points you want to learn more about, craft questions to cover these topics.

What questions should I ask? Regardless of what information you hope to receive, your survey questions should be very straight-forward and easy to answer. Here are a few examples of common questions:

· On a scale of 1-10, how would you rate your overall experience?

· How likely are you to recommend our services to a friend? (Not Likely – Very Likely)

· How can we improve your experience next time?

How do I reach my customers?

There are many different ways you can go about reaching your customers to conduct a survey. For example, many retail stores provide a link to an online survey at the bottom of the customer’s receipt. Other companies may choose to send out mailers in hopes of them being returned completed.

However, one of the easiest and most cost-effective ways to survey your customers is through a 24/7, California-based call center. TeleDirect offers customizable programs to help you reach your customers in a comfortable and no-obligation way that allows you to focus on running other aspects of your company. Visit www.TeleDirect.com today to see how we can help your business!

call-centre-jobs-in-Durban-KZN-South-Africa.jpg

Advertisements
Standard
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!

2d79ff9be294c0b534232942e174ee0d.jpeg

Standard
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.

download.jpeg

Standard
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.

call_centre_employeewithheadsetportrait_26747.jpg

Standard
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

Customer-service-woman-on-headset-gives-OK-1024x770.jpg

Standard
Company Updates

Your Business on the Cloud Means Complete Access to Customer Satisfaction

A call center representing your company should always demonstrate technological innovation. Without a technological advancement that gets customers in contact with customer service agents in a timely fashion, customers may become impatient and quickly frustrated. TeleDirect’s ACD service will take your business to the next level with our SaaS solution that will automatically distribute callers in queue.

By incorporating our TeleDirect ACD solution, expect to reap the following benefits:

  • Call recordings: Listen to how our call agents speak to customers with professionalism and high-quality customer service etiquette.
  • Custom integration: Compatibility with your current applications and software
  • Cost effective: Pay-per-minute pricing and no long term contracts
  • Cloud based: Access on demand reports and analytics that are powered on the cloud

Allow a team that is backed by proven corporate leadership and vast experience and knowledge over the last 50 years take care of your answering service needs. Contact us today to find out more about automating your business on the cloud: www.teledirect.com

images.jpeg

Standard
Company Updates

3 Tips to Improve Customer Service

Outstanding customer service is an expectation that all customers have when doing business with a company. Because of this high expectation, it has turned into a very competitive marketplace – and if a customer’s satisfaction level has not been met, it is common for him or her to spread the word to potential future customers. Have you taken the time to notice if your customers are happy with the services you provide? Implement these 3 tips to improve your customer service and your customers will start talking positively about you:

  • Monitor and collect all feedback from customer service experiences: If used constructively, customer feedback will most definitely improve your customer service. There could be flaws in your strategy that can be slightly changed to improve the experience your customers are wanting and expecting from your company.
  • Welcome internal feedback: Your customer service representatives are the ones who are face-to-face with customers on a daily basis. Welcome feedback from your employees so that a customer’s experience can be improved.
  • Define improvement in customer service: Everyone in your organization can view delivering customer service in different ways. Create and set goals for your customer service team to abide by and strive to reach.

Improving customer service for your customers is a way to maintain a client base and also gain future customers with a good reputation. At TeleDirect, we strive to provide the highest level of customer service for our customers and will do the same for yours. Contact us today: www.teledirect.com

call-center-agents545.jpg

Standard