“There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”
Maybe the customer isn’t always right, but the customer is the one in charge when it comes to building revenue within a company. The modern customer has the same needs they’ve always had which is timely quality service. As technology advances, customers are reaching out to in a variety of mediums. Technology hasn’t changed the customer’s needs, it’s added new ways for a client to contact a business. If you aren’t up to date and meeting those needs, the internet provides a customer with the power to do a quick search to look elsewhere. The question is, are you meeting your customer’s needs?
Are your employees trained and coached properly?
Having easy to use tools for quality monitoring help a business function and ensure proper training. From being able to ensure a new employee has proper training tools for initial onboarding, to being able to monitor how an employee navigates through your internal systems allows a customer to have a better experience.
Does your business have the appropriate tools in place to communicate with your customers?
Some customers prefer to type and some are talkers. Do you have the means in place to provide answers when they have questions? Check out this article or this webinar on different communication methods the modern customers utilize.
Do you have the right people in the right places at the right time?
Depending on your business needs, scheduling the right people in the right place is a challenge. Excel spreadsheets are oftentimes used for contact center scheduling leaving room for manual error. Utilizing software tools to ensure your business optimizes your workforce with help your customers receive the right service from a skilled agent.
Are you ready to answer your clients or potential clients when they reach out? If not, they will go elsewhere! Co-nexus would love to help give your more resources on how to improve communication with your customers. Reach out to us below and we’ll put the right person in touch to give you more information how to create a better customer experience.