Creating a customer centric atmosphere within the contact center is the responsibility of the managers. So, the first step would be to make sure that agents are listening to the customer issues carefully. They should listen to everything that the customer has to say before voicing their opinion. Stopping the customer mid-way through his call and answering questions will not please the customers. If the agent is still not too sure about the real cause of customers’ discontent then a couple of questions could lead the agent to root cause of the problem. When a problem is solved from its root cause, the customer is bound to be happy. This will also reduce the need of repeat calls and thus help the call center offer better support to its callers. Thus it is essential that agents should be trained to think in this manner. The customer centric approach will help the teams and departments to better serve the customer and bring a more dynamic approach to problem solving. If the agents are willing to listen, the customer feedback would be very responsive and help improve various internal areas, processes or tasks. Below are some tips that will help organizations implement customer centric approach within the organization.
Keeping the customers happy and up to date is a way ahead for brands. There is no point in being hasty when dealing with the customers. Let them speak and speak only after they are done. It will help gain insights into the customer’s mind. So, improve the services of your contact center with a thoroughly customer centric approach.
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