Recieving customer feedback is important, and is perhaps the number one priority of any answering service. After all, customer calls often need quick resolutions. However, customer service call centers can be used in a variety of ways, one of which could be letting customer service representatives ask the question.
What should your employees talk about with customers? It can vary, as long as it isn't too intrusive and works naturally in a conversation. Here are a few ideas, suggested in part by a recent Inc. Magazine piece:
- Product surveys. It's common for customer service lines to poll their callers about an interaction shortly after it occurs in order to improve, but there are other things representatives can gather data about, especially if a company is planning on launching a new product line. If an answering service can select a specific product survey for an appropriate call, all the better. The Inc. article mentions a clothing store that asked its callers about desired colors for one of their upcoming products.
- Relevant lifestyle information. More than just chit chat, the details of a customer's habits can inform the kind of response he or she requires, especially for electronics.
- Best ways of staying in touch. Even if a certain query is quickly resolved, it can help the answering service operator to provide a way for their caller to find them directly again, either by name, direct line or extension, in order to help build a relationship.
Of course, the way a call center talks with customers can paint a strong picture of the company they represent, so whatever they ask, it should flow naturally from that company's policies and culture.