Customer Service Trends for 2011

Customer Service Trends for 2011

Customer Service Trends for 2011

The customer service trends for 2011 look promising. There are some ways of working at the answering service desk that are surfacing as the industry moves towards better after-sales service. The customer care department was never so much in demand as it is now. Customers are not satisfied with the kind of service that they are receiving now. The way things are, business firms will be looking at their customers to sustain their business. Expanding the business would mean adding more customers to the kitty. Contrary to the speculations done by business firms that they can sit back and relax that the recession is over, they have work doubly to ensure that customers are not eroding away from their database. Let us take a look at some of the ways in which the phone answering desk can optimize the process.

The first step would be to be prompt about their after-sales service. The pet peeve for customers calling customer service and finding it disappointing is that the department is not efficient. Callers find themselves holding on to the phone lines for long lengths of time, sometimes without intimation. The hold music keeps assuring that a customer care executive will come on the call soon, but that wait keeps getting excruciatingly longer. Such delays get negative points for the call center. Moreover, it also earns a bad name for the brand. Thanks to digital media, it doesn't take much time for the word to get around. You may find some bad stuff being written about your client on Facebook or Twitter if you are not working the right way at answering service.

The online methods of customer service will be in focus. Customers often prefer to write to the customer care email id. The BPO has to answer these emails. They may leave comments on the website, on the blog, on forums or on the discussion board. If your brand has a social media presence, users may use that platform to connect with you as well. In those cases, you have to be vigilant. Employ call center agents to check on these networks. When they find that the brand name is being mentioned, they can step in and offer comments and solutions to problems. Reputed brands monitor Twitter and solve problems that customers rant about on Twitter. This gets the BPO service kudos from customers and clients alike.

When call centers respond to the queries and comments posted by customers, it translates as a goodwill gesture. Customers feel privileged and special. That is how BPO units can build up brand loyalty. In a way, this trend will come into sharper focus as we move ahead. Consumers are learning to demand more. They know that the brands that they side with will need their patronage in the long run. So their demands for better customer service are going up with time. The sense of mediocrity in service will go for a toss in 2011. If you want customers in your bag, you will have to make doubly sure that you are reaching out to your customers in a bigger way.

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