Customers have always been the strongest base on which the business stands. To lift the longevity of the business, it is significant to keep customers happy and contented. But sometimes product-related issues take place and irk customers, owing to this, the need for initiating support interaction arises.
However, dealing with angry customers isn’t easy as they often don’t listen to what support agents have to say. Furthermore, irate customers cannot be ignored during support interactions as this would not only trigger negative WOM but also result in customer defection.
If industry reports are to be believed, when dissatisfied customers don’t get prodigious solutions, they share their unpleasant support experience with at least 16 individuals. This makes the customer acquisition process more difficult.
That’s why business owners generally avail customer care services from established BPO companies. Here’s how support agents of BPO firms handle angry customers:
1. By holding the nerve
Dealing with irate customers has never been an easy task because they often don’t agree to listen during support interactions. That’s the main reason why most of the business owners avail customer care services from BPO companies.
To live up to clients’ expectations, BPO firms provide quality training to their support agents so that the best possible assistance could be offered during customer interactions.
BPO organisations’ support agents never lose their composure while interacting with irate customers as they know that it is the best way to handle the whole situation.
Furthermore, support agents let angry customers explain the product-related issues without any intrusion, which as a positive consequence, diffuses the anger of the latter. This results in an effective conversation, which, in turn, leads to the deliverance of amazing support service experience.
2. By making apologies
Generally, customers get angry after encountering annoying product-related issues and they feel that a company owes them an apology for the caused inconvenience. After initiating support interaction, however, when irate customers see a causal or rude behaviour of support agents, the former is more likely to leave the brand forever. From the business’s perspective, this is awful.
Therefore, BPO companies always make their newly hired support agents understand the value of customer relationships during the training sessions. Because of this, customer service reps try to do their best during support interactions.
Highly trained support agents always make apologies on the behalf of a company at the start of the customer interactions. After empathising with customers, support agents start working on explained issues and come up with satisfactory resolutions. Besides lifting customer experience, this strengthens the business’s reputation.
Thus, if you want to keep your customer base safe and secured, avail services from BPO organisations ASAP.
3. By providing customised assistance
Last but not least, BPO companies always tell their support agents to give the best during customer interactions. For the same reason, support agents use scripts, CRM system, etc. to provide customised assistance during customer interactions.
This always does the trick because customers often seek better assistance, and when personalised solutions get provided during support interactions then this brings a smile to their face.
Wondering how support agents provide an amazing customer service experience? Here’re some measures that agents employ during customers interactions:
- Customers are invited to explain issues.
- Customers get informed first before putting the call on hold.
- Knowledgebasegets used to wipe out issues from the root.
So, if you want to deliver the best while handling irate customers, get a specialised service provider on board ASAP.
The Value of Entrepreneurial Innovation to Convert Your Business Into a Brand
A common question that often pops up while starting a new business is:‘How much value will we place in turning this business into a brand?”If you are looking for ways to appeal to and reach out to several customers, then you need to find out the answer for thiscritical question.
The first step towards understanding the value of an entrepreneur to convert your business into a brand, is to understand the importance of branding. This process helps business owners to brand their products or services so that customers will remember them, and be attracted to buy from them again. Businesses have to be careful with this process, as it is often do-or-die in terms of retaining or losing their customers.
Branding takes time to accomplish because it requires a lot thought, effort and time from business owners. There are a few key elements to increase the value of converting your business into a brand. Leading entrepreneur Lewis Schenk has a unique strategy that is unseen in the current industry, which is integrating publication relations into branding and marketing strategies.
Who is Lewis Schenk?
Formerly an elite amateur/aspiring professional golfer, Lewis’s golfing dreams became more difficult when the covid-19 pandemic hit in January. With his plans put on hold without being able to play golf, he quickly pivoted with the help of one of his mentors. “I moved super quick when I knew the pandemic was about to hit. My plans got put on hold but I was fast to adapt” Lewis explains. Having journalism experience with projects he did in college in the USA, Lewis used his network to build his own agency, Boost Media Agency. Since then, he’s served over 150 clients, helping themto get featured in leading digital publications and become the most, known, liked & trusted in their industries.
Integrating PR & Branding
As a business owner, it is your job to ensure that you stand out in the market.You have to ensure that you will not waste precious advertising money in the start-up phases, by buildinga brand that has a high value to your audience – meaning more money and profits in the future. “As business owners, we cannot just jump into this process. It requires a lot of time, effort, guidance and money for this to be successful, and we have to be sure of our strategy before starting this process” Lewis explains. This is where Lewis shines, as he specializes in coming up with unique public relations strategies and ideas to ensure maximum growth for his clients.
A new business is a risky investment. There are many risks involved in setting up and running a new business, and one of these risks is the loss of your customers and losing your market value. A lack of strategy and experience is the new entrepreneur’s biggest downfall, as they spend all their money on pointless hacks and courses. Investing in public relations is the best form of advertising, as for one, its permanent. Rather than spend $200 on advertising that will run out on a week, spending $200 on a published article to a leading news site will yield results long term, as it remains permanently, meaning increased chances of more eyeballs seeing it over time. As a business owner, you must learn all you can about this process or consult with someone like Lewis who does, so that you know the value public relations to convert your business into a brand. With this knowledge and understanding, you can control your strategy, your business and your success.
Also,as business owners, we must use a strategic approach in our decision making. This strategic plan will help you to overlook the strengths and weaknesses of your business and how they can be turned around.A strategic approach also involves finding out what the strengths and weaknesses of your business are and implementing the appropriate changes to make your business more profitable. Evaluating your current business model to identify the strengths and weaknesses of it, can greatly improvethe company by making some tweaks and adjustments.
Ensuring that we don’t invest money and time in the wrong areas of our business, by shifting the focus towards branding and public relations in marketing strategies, will ensure far greater business success.A business without publicity has no potential for expansion. If you have no courage and time to take these steps for your own business, then you realize the value of hiring a professional entrepreneur such as Lewis Schenk, to convert your business into a brand.