As repeatedly stressed in this blog, the oversaturated marketplace that currently exists in America places a premium on customer service. With all kinds of competitors vying for the loyalty of any given target market, many experts in the business world are lending their expertise as to how a company can earn a customer's trust and bring him or her back on a repeat basis.
One such expert is Peter Shankman – an author and entrepreneur who specializes in innovative customer service, marketing and PR strategies – who recently laid out a series of cheap and easy methods to improve customer service strategies in an article for Business Insider.
Interestingly, these methods would arguably be best deployed through the assistance of an answering service, which provides a cost-effective alternative to full-time staff members and can adapt to the precise service needs of an individual client.
For example, Shankman reinforces the necessity to know the audience a representative is communicating with. By partnering with an answering service with database management capabilities, representatives can access a client's customer information, determine who is a repeat customer and who is not and tailor their approach based on that information.
Another tip from Shankman that can be accomplished with an answering service is to do something unexpected for the customer (in a positive way). As such, if an answering service's client is in the travel industry, staff members can be trained to facilitate orders and inquiries in a character appropriate to the customer's destination.
But, as Shankman reminds at the end of his article, good service must come from the top down. As such, the power lies within the hands of business officials to make the best choice regarding customer service initiatives, and in order to maximize their investment, an adaptable answering service with availability via phone, text and digital messaging is an excellent investment.