The Gold Standard
Greta was about to try out her new hand mixer which had arrived earlier that day. She couldn’t wait to mix the batter of her favorite cookie recipe. The mixer didn’t start. She tried a different socket. Still nothing. She decided to call customer support.
On the second ring, she heard the click of connection and started off without delay, “My name is Greta Gibbons and I can’t bake my cookies tonight because of your product!”
“Good evening Greta, my name is Jill West and I hope I can assist in you having that batch of cookies, this evening. Do you have the product in hand?….” a warm engaging voice rang clearly in response. A broad smile soothed her features as she thought, ‘It’s an American operator!’
Excellence in customer service and satisfaction is the mission of any company seeking to attain the Gold Standard within their industry. This mission becomes within reach with the assistance of the right B2B agency. Fulling the promise of providing gold standard customer service is achieved when the following are properly catered to – service, responsiveness, and quality.
The type of service you provide to your customers is key to differentiating your company among others. Needless to say, with gold standard customer service being a cut above them all, high customer satisfaction ratings will surely result. These, in turn, will attract further customers seeking to experience such satisfaction for their business.
But what does ‘ service’ entail? For starters, you must anticipate the end results of your customer’s experience when interacting with your brand. Your marketing campaign must be flawless, yet flexible enough to handle any potential mishaps along the way. Perhaps a faulty device was delivered. The approach utilized to handle such a situation can indeed be a game-changer for your business.
The customer expects an experience that seems effortless but is also relevant, convenient, reliable and quick. Therefore the right tools, software, and experience facilitate the gold standard customer service experience desired. Your B2B agency should have the tools necessary to provide the gold standard customer service experience for your business.
Co-founder of Google, Larry Page said it best when he said, “Always deliver more than expected.” That way your customers feel that doing business with you is more than worthwhile.
Upon receipt of the customer request, a timely response makes an impact. How long does it take you to respond after receiving an email from a customer? If a customer needs rapid service at an inconvenient time, is someone available to assist regardless? Customers are often in awe when they get a response to their emails within the same day frame it was sent.
Of course, a quick response will help cultivate trust between you and your customers as they will feel valued and appreciated. Technology has made it possible for customers to interphase with the internet through a variety of devices. This means that customer requests, be they simple or complex, can be quickly resolved. Emails, video calling, regular calling, articles, newsletters and so many more have made accommodating customer requests in a timely fashion possible.
Everyone likes to know that their purchases bring them a quality product which they can sincerely enjoy. Is your business among the best in your industry? Are you set apart from the others in your industry? When quality is delivered, this simply means that your company went above and beyond its means to achieve what the customer requested. Also, that you paid attention to those pesky details which usually breeds thoughts of irritation to customers.
To ensure that you maintain a quality product, you must utilize the timely feedback of those who utilize your services. Their reviews, star-ratings, customer votes, and surveys are all means by which you can find out if the customer base you are catering to is satisfied with the quality of service they receive. Once they have submitted the feedback, review it and search for tips to improve your product or service.
Woes Of Outsourcing To Non-US-Based Call Centers
Miles Davis said, ‘Time isn’t the main thing. It’s the only thing.’ Waste your customer’s time and you will surely experience a decrease in customer flow…
As an American company, it would serve the scaling of your brand best when you outsource to US-based call center agencies. The bulk of your customers are going to be Americans who speak native English. When your customer calls for assistance, whoever answers the number supplied for customer assistance, represents your organization. Apart from supporting your fellow Americans by using American based call centers, your customers are able to interact with people of mutual understanding.
Imagine this, a customer, named John, wishes to return an item purchased in exchange for the correct item. The item, as advertised could not perform the tasks it was purchased for. John reaches for the customer support number to speak to someone who can help him remedy the situation. At the third ring, the call is answered by someone with a thick foreign accent. After ten minutes of trying to spell out his name and the item purchased, he is irate, frustrated and going to post a negative review.
Moral: When the customer dials the number supplied for customer support, speaking to someone who can understand and relate to them is important.
Additionally, you may want to consider outsourcing to an American Call Center Agency so that you can have time to engage in activities which scale your business. Meanwhile, your selected call center agency provides your customers with the assistance they need to feel appreciated and encouraged to return for further business. Customers should not have to endure the disgruntled tones of frustrated and underpaid foreign call center agents as this decreases the level of satisfaction provided to the customer.
The quality available, due to the educational advancement opportunities out there, has made the call center industry a worthy associate of small and large businesses alike. Agents at call centers have to be multi-talented to handle calls, access the information customers need and provide the companies they partner with, with valuable feedback to improve. It pays to utilize American based call centers as they are locally available to stop by for a quick update, for example.
Then there is dependability. Asian and Pacific-based call center operatives are known for their high turnover rates among staff. This means that your customer experience will not be a seamless one, as the agent which a customer feels comfortable dealing with today may not return to work the next week. They lack professionalism especially when it comes to communicating properly with their employers about their working conditions and often it is the caller who bears the brunt of resentment. This limits your trustworthiness and reliability rating among your customers which can lead to the ruin of your business.
David Bebee says, “We need to stop interrupting what customers are interested in AND BE what customers are interested in.” Your company can’t achieve this transition into being what customers want when you’re utilizing foreign companies who don’t have their interests as a priority.
Customer comfort is also an important factor. Most foreign call center operatives are encouraged to memorize aspects of the American culture and landmarks to allow for conversational flow. However, with American based call centers, finding something to chat about while you try to access customer information comes naturally. The customer is immediately put on ease as there is not a heavy non-American accent to try to decipher.
The bottom line is your customers have feelings. And with the business opportunity they provide, the least they can get is someone who understands them. They feel disrespected when you outsource to foreign lands where the call center employees are paid less and offer substandard service. They are willing to spend top dollar for your product, therefore they expect top quality service after their purchase also.
The language barrier which often results is unfair to your customers. They already have a problem with the service or product, why compound the issue with terrible call support? Although a script is often given to help guide the conversation, customers aren’t interested in the script they want solutions, not well-practiced grammar. Yet in countries where the operatives aren’t native English, this language barrier can be ridiculous and cause additional problems instead of providing solutions.
US-Based Call Center Agency Partner
Meg Whitman’s suggestion that we should, “Run to the fire, don’t hide from it.” captures the true essence of the determination of our agency to provide top quality results for your business. For three decades, we at QCSS have made it our personal mission to help companies deliver the gold standard to their customers thus making their business profitable. As a certified WBENC member operating within the USA, QCSS ensures that we provide opportunities to showcase women’s talents and skills within the call center industry.
Being an American-based company we are able to cater to your customers in such a way that it seems we are a department within your company. As your B2B partner agency, we work together to achieve what others may label as impossible.
We provide a variety of services which include, but are by no means limited to:
- Multichannel inbound and outbound telesales
- Membership renewals, retention, and new member acquisition
- Driving event traffic
- Sponsorship acquisition and retention
- Appointment setting
- Lead generation solutions
- Answering Services
- Content & Media
But don’t take our word for it, our long-standing clients can attest to this also. We would be more than happy to facilitate your request to find out first hand from them. Are you ready to have the gold standard customer service for your company? CONTACT US TODAY!