Providing specificity in the support or advice call
The senior vice president of Cadence Bank, Jo Ann Lofton was recently interviewed for a piece on Smart Business Houston about why customer service matters when it comes to the expansion of a business. Though the article touches upon all sorts of different subjects, one in particular stands out as applicable to those interested in making the most out of their support initiatives: appealing to individual groups. This doesn't mean pandering to score cheap points with a caller, but instead taking pains to recognize how someone might react given his or her pre-existing expectations and background.
"Understand the differences and what's important to each culture, and see how you can meet the needs of those customers with the resources you have available," the article says. It is a good point in that anyone can take the effort to do this and reap the rewards of a richer interaction because of it.
A means of acknowledgment
It can be tough to anticipate how different customers will react when they contact you using more modern means or just a plain old telephone service, still a viably effective tool. All the same, this practice is most valuable as a way of letting concerned customers know that their call is distinguished in some way. It doesn't have to be obvious, and in fact, the more subtle approach may be the best. But whatever practice companies choose to employ, they should know that it has the potential to impact how the public views them, as one review leads to others.