By Steve Brubaker, InfoCision Chief of Staff
“If people like you they’ll listen to you, but if they trust you they’ll do business with you.”— Zig Ziglar
I’ll never forget the time that I received an account statement in the mail from a company, and noticed a discrepancy in its billing policy. The company had made a rate adjustment, and failed to notify me of the change.
Suffice to say, I was not happy about this. But my anger was less focused on the rate adjustment, and more on the fact that the company failed to contact me in any way about the change. My initial response was to pick up the phone and immediately call customer support for an explanation.
The issue was eventually resolved. But as time went on, I couldn’t shake the lingering doubt in my mind about the organization I was doing business with. Eventually, I decided to take my business elsewhere.
Part of why this feels so bad to a customer is that customers are used to being held to the strictest standards about billing and usage policies. For some businesses, services will cease when customer payments stop. So when customers do everything they are supposed to, and the company lets them down, it’s setting a double standard. You can’t punish a customer for failing to do something, and then do the same thing back.
What can you to do build trust with your customers in your contact center?
Here are some tips:
Protect your data: In one study, 76 percent of customers reported they would take their business elsewhere due to negligent data handling practices. As such, companies need to do everything in their power to prevent data leaks from happening. Around-the-clock network monitoring, cutting-edge cloud security tools and expert IT workers are all necessary for preventing cybersecurity issues.
Always keep promises: Sales associates and marketers tend to have a reputation for making exaggerated offerings to customers. To prevent this from happening, all sales and marketing assets should be reviewed by management and possibly even legal for accuracy and compliance. And all customer communications should be spot-checked to ensure that agents are making appropriate offers.
Always ask for input: One of the best ways to show customers that you care about them is to ask them for input about your company, its products and its services. By allowing the customer to give back, it shows that you value their opinion and are actively striving to make the customer better. It may seem like a small step, but it’s an important one.
Outsource: Sometimes, the easiest way to do something is to hire a company that specializes in providing that service. By outsourcing your contact center operations to a third party provider like InfoCision, you can rest assured knowing that your customers are in good hands with expert agents who are using the best technologies on the market.
To learn more about InfoCision, click here.