The following post is a guest blog written by Errol Greene, Solutions Development Manager for Clear Harbor, LLC. Missed the first or second post in this series? Click these links to catch up: First Post – Innovative Strategies Companies Are using to Turn Customer Support Into a Powerful Profit Center…While Increasing Customer Satisfaction; Second Post – The Power of Empathy in Customer Service
In the last post, we discussed the importance of establishing an empathetic connection with your customers. Building a line of open dialogue and showing genuine interest and care in a customer interaction is key to establishing trust.
Today we will examine another innovative strategy that companies are using, to turn customer support into a powerful profit center, all while increasing customer satisfaction.
Identifying Gaps in Customer Services/Needs
Once empathy and trust have been established and a good rapport has been built, it’s time to look for gaps in products and services that will sincerely benefit the customer.
I can’t overemphasize how much sincerity matters here —people quickly realize when an agent is genuinely trying to help them or simply trying to push product and hit quota. All suggestions should be tied to benefits for that specific customer, based on previous product usage, cost-savings, improvements, new products and services, discounts they may be eligible for, etc.
These are all benefits that the majority of people are willing to listen to, and make common sense to pursue.