Customer service is all about providing the customer with best (and the most reliable) solution to his problems. Customer service is always intangible. Well, it means that customer service cannot be felt. However, you can always ‘feel’ that the service provided to you is good (or bad). All of it depends upon how a BPM services provider deals with his/her clients. There are several call centre companies in the country, but not all of them are equally efficient and effective.
Customer service is all about listening to a customer’s grievances and providing him with a solution to put those problems to rest. However, there is a whole lot more to customer service than just problem solving and grievance redressal.
Here is what customer service really means:
Listening to the Customer:
It is a given fact that listening to the customer is important. All those who have been looking to get a customer’s problems sorted will have to listen to what the customer has to say. Well, since it is the customer’s problem, he will be the right person to tell the BPO executive about it. Make it a point to listen to the entire thing that a customer has to say to you. Giving rise to premature evaluations is not a good idea at all if you are planning to provide your customers with the best service and solutions.
Let The Customer Express Himself
This pointer contains a set of obvious facts. You should always allow the customers to speak to you if you want him/her to feel comfortable and at ease. Listen to what the customer has to say because you need him/her to explain the problem to you. Only then will you be able to help him out. Several BPOs in South Africa, and in various other parts of the world, are trying to provide the customers and callers with better (and personalized) ways of communication. Social media platforms, such as Facebook and Twitter, are really handy when it comes to personalised communication.
Do Not Go for Generic Solutions
It is a given fact that generic solutions to a customer’s problems won’t be of much help to the customer. All those who have been looking to explore the best solutions to a customer’s problems need to look at specific problems. Here is an example: if a customer has a faulty product, then getting his product replaced is the best solution to his problem. So, it is important on the BPM services provider’s part to understand the POV of the customer or caller.
Ison Xperiences is one of the best BPOs in South Africa. At present, the company is looking to strengthen its presence in India as well. All those who have a liking for high-quality customer experience can give this call centre company a try. Ison Xperience is a proven name in the world of customer service.
