6 Secrets That Would Lead You To A Greater Customer Service in A BPO Industry

Effective customer service is a key to success for any business organization. It is generally considered to be a reason that is travelled together with the customer throughout their period of usage. And as a BPO Industry we would have to plan multiple stages of this support based on the various factors like the usage, usage pattern, support need, changing business and onsite support etc.  The customers here in the BPO industry get to understand the intricacies of our product when put to complete use. And by virtue to this given below are some of the major tips for a healthy customer support in a BPO Industry.

Its Great People and not great scripts: Your customer service process would never matter as much as the people are behind it. So try and hire people who have great skills, representing your company that have a great outgoing attitude would take your company farther rather than the great script ever. Your customers connect to people.

This is a process that starts with you: Each and every employee morale is something that is directly influenced by you, the entrepreneur. So if you want them to treat all your customers well and in a better manner then it’s very important that you need to treat them well. The way you treat your employees would help them set the tone on how they are expected to treat the ones they are or would be dealing with.

It’s all in the name: Dale Carnegie once said that there is no sweeter word in English language rather than our own name. Individuals here generally feel that you are more interested and sincere when you would be using their name. So try and use the name of your client making sure you pronounce them properly. In case you are unable to pronounce it properly then ask them. They would appreciate the effort you are putting to get things right and took out time to ask.

Proving that your customers are wrong and you are right: Even if there are chances of your customers being wrong, and you are right would result in the loss of customer. You would here have to ask your customers if you want to be right or you want to retain your customers back. Also keep in mind that you being right and proving your customers wrong would not help you pay the bills at the end of the day.

Under promise and over deliver: Customer service here is all about managing the expectations of your customers and then beating them. So as a customer care executive commit to a resolution and the time frame that you could achieve as a team and then do better. Doing this would help your customers rock the world.

Making your customers experience a win: How would your customers describe the experience that they have had with your customer service team. Are they feeling underwhelmed, unhappy, satisfied, or are the win customers. The goal of every customer service team is that your team should be able to deliver the kind of customer service that would keep your customers coming back and recommend your services to the others.

To conclude greater customer service is generally considered to be culmination, a set of skills that could be learned and measured. This generally starts with a proper training of the fundamental skills and then coaching their uses on the consistent basis. The good news is that once these skills are internalized within the business organization and have become your daily habit, these habits would then take over by every employee of the organization resulting in a better customer experience what they expect and deserve.

5 Major Ideas and Strategies to Know What the Customers Think About You in A BPO Industry

Customers are considered to be the most important part of any business you have been dealing with. They are the ones who pay you for your services, providing valuable feedback and if delighted they would act as advocates spreading love. Peter.F. Drucker the man who created Modern American Business Management in the 20^th century went so far as to say that the purpose of any business here is to create and keep the customer happy and connected through the services you have been providing.

While dealing with your customers might make you feel that you are doing a great job, but the only voices that are worth listening too here in the BPO Industry are of the ones whom you have been dealing with in your business. Given below are some of the ideas and strategies that would help you know what your customers have been thinking about you and the business.

Asking your customers directly: Having said that one of the best ways of gathering feedback from your customers is too just ask them in personal. Say for example in a restaurant it would be good to ask them for a feed back at a different time apart from when they are having their meal. Also do not ask the ones who have been raving about you, instead ask the ones who have stopped being your client or have changed their behavior towards you. And as there is a saying your most unhappy customers are the ones who are the great source of learning.  So try and find out customers who have been unhappy with your business and ask them what has made them unhappy.

Council of individuals speaking the truth: Another best ways of speaking to your clients and customers is to gather some people around you, the ones you trust and the ones who know to speak the truth. This could also be a friend, business acquaintance or an employee and the only prerequisite who could tell you the truth and have the sense of what is being told about your business especially if it’s a local one. Also there should not be any repercussions for speaking their minds as they are just the ones who could help you.

Doing a survey: If you do not want to ask the person in personal then you could do a survey online or offline sending the survey form to all the customers related to your business. Survey monkey makes it possible to ask your customers 10 questions for free, with an example being set of how you could set a survey. Also through this way your customers can be anonymous and know if this is what that they want. Another best way here is to have a poll on your website or the Facebook page. The advantage of doing this survey is that it could place the survey directly on your Facebook page so that if this is where you meet your customers ask them directly over there.

Listening to what is being said online about your business: You might wish to use all the listening tools in order to know what is being said about you and your business. There are quite some expensive tools that are outside the reach of all the small business owners and all you could do is set up google alerts. You could add your business name to the search term setting an alert and receiving an email for every email that you have set up knowing what people have been talking about your business.

Looking for behavior that is never there: In order to finish with the hardest ways of getting the feedback from your customers is observing what is being said and done for your business. And like the former method if there is nothing being said about your business then it is never a good sign. Observing the behavior that is not there is considered to be tricky enough as it could lead you to draw the wrong conclusions say for example people do not shop at my store as the products are bad. It could be that they loved your products but they just cannot afford them. It’s the same result but a different cause. So always have observations taken from the beginning.

So if you have questions related to the call centre industry then do not hesitate to ask. We would be delighted to help you with it.