What’s the best gift you can give your customers?
It’s not something that can be neatly boxed and tied up with a big red bow. Instead it is the gift of excellent customer support.
Knowing that a company is fully invested in the people and customer support process, the opportunity to have a phone conversation with support staff exists, and that they are valued as a customer are the best gifts to give. These are the kinds of gifts that keep on giving.
It really isn’t a secret. A key part of the customer experience is listening to the customer.
A good customer support team member will listen to find out about the customer, what their experience currently is, what their needs are, then formulate a plan to meet those needs and be accountable to ensure the needs are met or exceeded.
Deloitte Consulting LLP conducted a survey that focused on contact center industry leaders’ perspectives on topics including contact center strategy, operations, people and technology. 82% of respondents recognized accuracy and quality of information as the most important customer experience attribute, and 62% view customer experience as competitive differentiator.
Ref. 2013 Global Contact Center Survey, Retrieved from https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and-operations/us-sdt-consulting-2013-global-contact-survey-051513.pdf
Qualtrics conducted a multi-country survey of European customers regarding their needs and expectations in the current business environment. In the survey, Ref. Europe’s Changing CS Environment, Retrieved from https://success.qualtrics.com/europes-changing-customer-experience-environment.html , they found that 77% of customers consider it very important or extremely important that their query is resolved the first time they contact a company.
CSafe Customer Focus
The CSafe brand first and foremost stands for quality, not just our products, but in our customer support experience. Support Team members are CSafe Global employees. They know our products, the lanes, the customers and their requirements, as well as the criteria for success in each step of the process. Customers can expect that Support personnel will be able to answer their questions with complete efficiency. It’s an essential part of the Support Team member’s goals.
“Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines how well you do it. ” -Pratik Patel
The Support Team members at CSafe Global are an integral part of what makes our customers and our company successful. They have the ability and are motivated to see every challenge through to fruition, and their positive attitudes and outcomes are highly respected in the industry.
This is the first in a series of blog articles we will be highlighting members of CSafe Global Support. We’ll give a bit of insight to who they are, their commitment to the customer and maybe share a story or two. We hope you enjoy getting to know them.