Posted on Mon, Mar 9, 2015 @ 08:44 PM by Carlos Lahrssen
Customer care refers to the way a business handles and takes care of its customers. Customer care includes how customers are treated before, during and after a purchase of goods or services.
Common customer care issues are handling returns of products, giving refunds (and apologies) when a product or service was not as expected, and offering special deals or discounts to unhappy customers so that they will remain customers.
Good customer care is a defining characteristic of a successful business. It can mean the difference between a healthy, profitable business and one that limps along, losing customers and having to spend a great deal of resources to find more, only to lose many of them, too. A healthy approach to customer care gives a business a marked advantage over its competiton.
Providing quality customer care can be a difficult, time-consuming endeavor. There are many factors involved in customer care. Staffing a call center brings problems with maintaining staff, turnover, and quality control.
Management wants continual improvement in sales and call resolution numbers. Businesses also need to get a handle on what its customers want, which requires focus groups or surveys that take up staff time without a direct impact on sales numbers.
IP phone systems are valuable partners in providing quality customer care. Every aspect of customer care can be automated or streamlined with IP phone system features that make call centers and sales departments easier to manage.
Next Step: Contact Nexogy today to access phone system features that can improve your business's customer care.
Automation Allows Immediate AdjustmentsTracking and reporting features of IP phone systems make it possible to see customer care trends and problems at a glance. Both overall team performance and individual performance statistics can be studied to find out where improvements can be made. Where the team or any individual falls short, training can be provided to help learn new skills.
Furthermore, automated reports can show where staff levels need to be adjusted in response to the ups and downs of business or during predictable cycles. Having the proper staffing can help keep call volumes steady and can save the business money both in labor costs from overstaffing and in customer retention due to excessively long on-hold times from understaffing.
Automating other management functions like payroll and covering missed shifts can free up managers' time to take care of thornier issues like handling the most difficult customers and keeping the lines of communication with employees open.
Customer Success Leads to Business SuccessThe most successful customer care is focused on a concept called "customer success." While much of customer success has to do with making sure customers' needs are met in the best possible way, phone systems can assist by making the customer care process as easy and painless as possible. Successful customers are happy customers who will continue to use a business's products and services.
Next Step: Contact Nexogy to find out how a phone system can take your business's customer care to the next level.
Carlos Lahrssen is president of Nexogy.
Topics: business phone systems