You may be surprised to see this post. After all, literal interaction with customers has slipped right down the priority scale, hasn’t it? Now, we’re all about social media and the best website to impress. THAT’S the way to make a success of what you’re trying to do. Isn’t it?
In many ways, online interactions are now crucial to success. This is how most customers shop. But, many businesses are getting on top here and still failing. Why? Because they’re failing to take into account that some customers prefer old interaction methods. High-street shops may be on their way out, but phone calls will always be relevant. Some customers just aren’t willing to Tweet and wait to hear back. They either don’t know how or don’t have the patience for it. And, to cater for those individuals, it’s essential you stay on top of phone-based interactions.
Yet, many new companies fail to take this aspect into account at all. It’s difficult to blame them when they have so much on their plate. But, to make sure customers don’t hang up on your business efforts, consider the following reasons for failure on the phone front.
Long waiting times
Given that instant gratification is the focus of modern business, it should come as no surprise that long waiting times are a no. There will be times when a small wait is inevitable, and customers understand that. But, anything over five minutes could lose you business. To make sure that doesn’t happen, consider your phone operations. Everyone in the office should have a phone by their side. That way, they can answer calls when the primary phone operators are busy. What’s more, you should head to sites like www.esudo.com and implement VoIP (voice over internet) capabilities. This will ensure that, even when out of the office, you staff are available to answer calls.
The wrong introduction
Even if waiting times aren’t a problem, answering calls in the wrong way will lead to disgruntled customers. As can be seen from sites like www.thebalancesmb.com, it’s essential to answer in a warm and enthusiastic manner. You should also state your name and company. And, you should brief your staff on these pointers, too. Much of this is common sense, but don’t assume they’ll do this without your asking. Take time to train each new employee on this issue.
Customers can’t understand you
Not being able to understand what someone’s saying down the phone is frustrating. And, this is an issue which many companies struggle to overcome. But, if customers can’t understand what your colleagues are saying, they aren’t going to buy. They’ll simply grow frustrated and put the phone down. To make sure that doesn’t happen, put efforts in place to make your phone calls as clear as possible. Give staff members headsets to block background noise. Make sure, too, that they know to pronounce every word well. These small steps will make a massive difference to the customer experience, and could seal you that deal.