With more companies using contact centres for front-end customer engagement than ever before (it is estimated that there are between 3 and 4 million call centre workers in North America alone 1), the relationship between clients and their customers is increasingly dependent on the capacity of the call centre to respond to customer needs efficiently, informatively and professionally.
With an increasing focus today on personalised customer service, there is much scope, then, to not only take and deliver information efficiently, but also to build a brand’s relationship with its customers on an individual basis. Friendly, efficient and informative customer service will ensure long-term brand loyalty and encourage word-of-mouth recommendation. So how can contact centres improve their reputation and increase customer loyalty by building meaningful rapport with customers?
Have attitudes to customer service changed?
The most important factor is a committed, well-informed and…
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