Customers’ trust in businesses has declined, but contact center professionals are in the right seat to win it back.
Customers have lost trust in the companies they deal with since 2009, the Absolute Software Customer Trust Study found. Their biggest fear these days: Personal information might be jeopardized by a company and its employees.
Trust is the backbone of any customer relationship, so it’s vital that agents work at it in every contact. Even better, companies can strive to build or maintain trust through their self serve options.
Some innovators – Cicero, T-Mobile International and Voxeo – will share their successes with trust at the free, one -hour Frost & Sullivan eBroadcast “Gaining and Maintaining Trust with Employees and Customers” on March 14 at 2 pm EDT/11 am PDT. Topics include how to avoid losing trust and proactively weaving trust into relationships.
In the meantime, agents can start building trust with this tip: Make each customer feel like the most important one by saying, “I want to take care of this right away for you.”
