Customer service is one of the most integral parts, if not most, of any company. It can either make or break your business. Robust customer service can increase your sales significantly. As a matter of fact, according to research presented by HubSpot, 93% of customers are willing to purchase again from a company that offers excellent customer service. The stats say it all, companies that cater to the needs of their customers always manage to retain them. In this regard, telecom companies remain prominent. But the question is what are the best customer service practices any telecom company needs to follow in order to stand out in the market?
Well, to answer this question, we have put together a list of some of the tips a telecom company should definitely incorporate in its support team to not only retain the customers but to make them loyal to you for years to come.
So, without much further ado, let’s get started!
Listen Attentively to the Customers
We cannot stress enough how essential it is for any company to train their representatives to listen to the customers attentively. Often, sales agents only find themselves talking constantly, explaining the services and products, and when the customers come with any issue, they assume without giving them a chance to explain. This puts them off greatly. So, in order to understand the issues, listen to the customers and guide them properly. You need to listen to comprehend, not respond.
In this regard, you can take pointers from major telecom companies like Cox Communications which not only trains its agents to attentively listen to native speakers but also has a separate department for non-native speakers. A Spanish customer can contact Cox servicio al cliente 24/7 and can get top-notch service. Consequently, this adds more value to its services and this is probably why Cox is a preferred choice of millions of users.
Offer Multi-Channel Support
In the current age and time, people don’t have the time to pick up their phones and dial the number of a telecom company for common inquiries or to file a complaint regarding any issues. Customers prefer to have the option of multiple channels so that they can reach out at their convenience. What’s more, not everyone is a big fan of calling a support department for every minor inconvenience.
Plus, with the rapid growth in technology and the increase in live chat and chatbots, people have become accustomed to communicating through these innovative digital mediums. Additionally, the option of contacting a telecom company through social media also adds another layer of legitimacy to your company.
Offering customer support through as many channels as possible also makes your company more reachable. Either through live chat, chatbots, emails, social media, calls, or in-person assistance, you can enhance the experiences of customers through effective communication.
Don’t Promise What You Can’t Offer
Making big promises, when you cannot fulfill them leaves a bad impression of your company on the customers. For instance, a telecom company can only offer a 50GB data plan on a 25Mbps package, but the agent promises the customers to offer uncapped data, only to convince them to sign the contract is going to harm the reputation of your company.
Don’t make big claims or promises about services you cannot deliver. This is only going to look bad on your part and word-of-the-mouth is going to further do the damage.
Provide a Human Touch
We always encourage taking help from recent technological inventions like Artificial Intelligence (AI) and Virtual Reality (VR) but there is still a significant number of customers who still prefer the traditional support style. These trends are certainly replacing human agents but inarguably, a human agent can offer a personalized service to every customer and empathize with them, unlike a robot.
Adding a human touch to your support service is one of the best practices. It not only helps the customers feel more connected to your company but it can also help you to obtain first-hand customer experience.
Resolve the Issues Right Away
Customers reach a support department of a telecom company, expecting the issue will get resolved in no time. In the current age, it is practically impossible for people to spend a day without their internet services or cable television. They cannot afford to go a day without these services. So, if they call you, they expect the issue to be resolved as quickly as possible.
In addition to this, making the customers wait on hold for too long is only going to infuriate them. Put yourself in their shoe, would you like to wait for hours on end, only to get passed around to another agent? No, right? Therefore, make sure you attend to the customer right away and immediately jump into action to resolve their issues.
Final Words
Customer service is the backbone of any telecom company. This is why make sure you follow the practices we have mentioned above in order the retain your customers, generate sales, and grow your company in this competitive market.
