It is interesting to know that most of the customer care services providing companies will have a plan put up to handle customer issues and concerns, but most of the times things will not be the way they are expected to be. This is where the actual issue of customer care services in India lies. All call center agents will be trained to handle queries and issues in a timely manner and will also have some of the pre-set replies and recommended responses. In case if the customer has any questions beyond this level, the customer care agents should be capable to handle it wisely. Most of these calls will be from toll free numbers. Here are some tips for these agents to manage customer calls smartly:
In order to deliver customer care services at this level, the agents should find time to go through past issues or concerns raised by customers to check what are the possible solutions. The same can be updated in a portal to assist other agents in case of future requirements. Mobiles apps (Android and iOS) will make life easier to place complaints and queries.
If there is a problem on customer specific information, let them know you are working on it and give timely updates. Share results as you figure out something new. Get community teams to involve in the case if the customer is complaining on the website or on any social network sites. Customer support representative will be able to handle issues as they arise by prioritizing requests raised via mobiles support systems.
Both these go hand-in-hand. Also it is important to note giving incorrect response is a greater risk than delaying a response. Most customers are provided with a couple of customer care numbers for all concerns and later are re-directed to the concerned teams through preferences.
Pick them up and try to get the right team or experts to handle the case. And most importantly if anything goes wrong, the agents should be ready to admit it, apologies and find ways to correct it in order to avoid its repetition in future. Permalink:- http://www.ainoapp.io/blog/efficiently-manage-customer-care-issues/
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Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
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