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SpinDistribute.com Article Directory

The following article was published in our article directory on September 23, 2013.
Learn more about SpinDistribute Article Distribution System.

Personalizing customer service

Article Category: Business

Author Name: Aaron S. Robertson

Customer service is defined as the provision of service to customers before, during and after closing a sale. This is considered to be an unseen aspect in customer relationship and yet the most powerful tool to earn customers' business repeatedly.

It has been a challenge for most companies, particularly service providers, to identify key points of differentiation from their competitors. Prices, product offers, and service innovations are easily duplicated by any competing companies. The only point of differentiation that is imperative to customers is the quality of service they get.

Service may mean differently to various people. But time and again it has been said that there is no substitute for well-trained, courteous, and customer-focused call center service representatives. Economic challenges faced by the global economy placed a lot of pressure on cutting down cost essential to achieve highest profitability targets. Cost of personal service is high; nonetheless, streamline consumers have the most demand for these company services.

Fact is the phone still ranks as the highest and most preferred customer service channel at 80%. Another significant fact is 71% of customers would still continue to use this medium for customer service. Fact #3, sad as it may seem, shows that 85% of US consumers are dissatisfied with their phone experience, 69% said they were placed on hold for too long when they most needed help from companies they called. Survey further showed that 80% of these US consumers decided to stop doing business with a company due to poor service experience. Consumers today would always want quick and accurate answers through their most convenient channel of choice.

Although most companies may overwhelm their customers by use of IVR's with self-service customer tools, there is still nothing that replaces the warm and friendly voice of a live customer representative which can be provided by these experienced and well-equipped call centers. Providing solid customer service via the telephone is vital.

Whether your company's current need is for a call center or a simple telephone answering service, it can definitely be helpful for companies offering support or receiving regular calls from customers. Most major companies use them as one way of communicating and reaching out to their customers. Inquiries, collections, order taking, including booking and reservations, can be done for companies engaged in utilities, telecommunications, retail, travel, and customer support businesses.

The option is available for business owners to tap less expensive operational and labor costs by hiring highly-skilled workforce to do this job. Hiring call centers can give you that extra edge and a better chance to build a personal relationship with your customers even beyond the usual business hours.

Improving customer experience to strengthen loyalty should be a top goal for any business organization. By planning to improve customer relationship, any business can hope to achieve these benefits; Improved customer experience = customer satisfaction and loyalty, Improved business process efficiency which will enable businesses to close more sales and handle service requests timely and accurately, Increased revenues thru repeated business equals to more profit for you, and less cost in managing customer relationship by reducing marketing costs and cost of sales.

Ultimately, if your business makes a focused effort on customer service, you and your customers will surely see positive results in the long run.

Keywords: answering service, telephone answering service, telephone answering services, call center, call centers

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