In any business, customers are key. Understanding who they are and what they need is vital to ensuring you provide excellent service. But how exactly can you understand your customers? Here are just three ways:
1. Listen
It really is that simple. People like to be heard, be it when they are voicing an opinion, making a complaint or simply asking a question. Listening carefully is the first way to truly understand the needs of the customer, and leaves you best placed to help them. This is why it is essential to have fantastic, highly experienced contact centre staff who are able to pick up all calls and listen to customer needs. This way, your business will offer the highest levels of customer care, boosting your reputation and helping you to maintain a more meaningful relationship with every customer.
2. Ask for feedback
This is one of the best ways to understand your customers. Collecting feedback can be done in the form of a survey or questionnaire, or even just a follow-up phone call. By asking relevant questions and receiving feedback, you will begin to understand your customers far better. Find out what they like and dislike about your service and products; ask what you could do to improve, or what they would like to see from you in the future. There is no better way to get clear, honest answers.
3. Register complaints
It is not uncommon for complaints to be brushed under the carpet, but this should never be the case. Taking complaints seriously not only boosts the reputation of your business, but ensures that you better understand your customers. Is there a pattern in the complaints? Do multiple people have the same issue? If so, solve it! Listening to and registering complaints helps you understand your customers and gives you the opportunity to turn negatives into a positive.
Make sure you have trained, experienced staff dealing with your customer phone calls. This way all feedback and complaints will be handled professionally, and your customer understanding will soar. For outsourced customer service, contact Frontline today (http://www.wearefrontline.co.uk/contact/). We offer 24/7 phone line support, adaptable to your business needs.