Customer service isn’t what it used to be, but I don’t mean that in a negative sense. In fact – by nearly every measure – companies are working harder than ever, from training through resolution, to resolve customer issues quickly and to provide a positive customer experience.
I thought I’d take the opportunity to share a few good reads I’ve seen recently on the subject of call centers, customer service and quality assurance.
Inbound call centers are today’s prized lead generator for marketing departments in the know. It’s not even a ‘secret,’ or ‘industry insider knowledge’ – but rather just another avenue for face-time (so to speak) with consumers who have less and less bandwidth for traditional sales methods.
The practice of transitional selling, – which I’ve written about previously in the context of call centers – is widely-employed across virtually every industry.
Sales & Service training for technicians help build your Company’s image & bottom-line.
In the Telecom and Cable industries, installers and service technicians are generally the only face of your Company the customer will ever see. Whether they are installing a cable box or troubleshooting a line problem, they are the face your customer will put to your brand.
The rise of competitive providers over the last 15 years has slowly eroded a portion of traditional cable subscribers. Cable TV providers nationwide have experienced high degrees of customer retention issues, and have (accordingly) expressed varying degrees of apprehension over the growth of competitive providers.
Let your front line build your bottom line.
Shifting from a customer service- to a sales-oriented call center is not as simple as merely declaring a new policy. It’s a multi-step process that requires revising the way a Company manages recruitment & hiring, internal and external messaging, training, front line communications, accountability and more.