It’s tough to add a personal touch to all the technology used in a call center today, but we have tips for the three biggest tools.
Try these ideas from customer Quality Service Institute’s John Tschohl:
- Voice response systems. Even top online retailer Amazon has a “contact me” button that invites customers to click it and have a customer service rep call them. It’s paid off: Amazon tops MSN Money’s list of customer service providers, and year after year increases sales. Point is: It pays to have a person, not automated system, answer calls.
- Email messages. More customers than ever find it easier to contact Service through email (often because they don’t want to use automated phone service). Add a human touch by signing off with a first and last name and including a phone number that customers can call for personal help.
- Internet connections. Customers use your website to learn about your company and its products and services – and they often want to connect with a person while they’re there. Keep an email address or option to web chat on all web pages.
