When it comes to customer service, every ounce of effort—both tiny and grand—counts.
Brands may feel the need to impress their customers with fancy gestures to gain their trust or fuel their loyalty. But in most cases, what customers really appreciate are the tiny things that show you genuinely care about them. These simple acts demonstrate your commitment to making customers happy, showing that you can be consistent and reliable.
Here’s a list of 10 modest gestures that your call center agents can do to build meaningful customer relationships.
1. Speaking the customer’s language
Communicating with customers in their native language doesn’t only prove that you seek to strengthen your ties with them, it also enhances understanding. This facilitates issue resolution. Multilingual contact centers thus have an edge when it comes to building sustainable client relationships.
2. Calling back when you say you will
This is one small act that proves that your company can keep its word. When you get back in touch with a customer on the schedule you’ve previously agreed on, they would start seeing your brand as a reliable and trustworthy provider.
3. Saying “please” and “thank you”
Although regarded as common courtesies, the use of these magic words has become rather rare in a fast-paced, tech-driven world. During customer service transactions, mentioning these words can lighten the atmosphere and contribute to a positive consumer experience.
4. Remembering clients’ preferences
With the aid of a customer relationship management tool, you can store clients’ data, such as their previous transactions and preferences. This feature lets call center agents personalize interactions to improve the customer experience. Putting these data to good use shows that you’re giving customers the attention they deserve.
5. Admitting your mistakes
Of course, no company, product, or service is perfect. In business, there’s always room for growth, but not everyone is prepared to admit this. Those who can, however, gain customers’ trust and approval. In fact, consumers tend to stick to brands that are humble enough to admit when they’re wrong, as long as they also make an effort to fix their mistakes.
6. Asking for their feedback
Customers want to be the center of your attention. So showing them that you value their insights and opinions can thus go a long way. During customer support interactions, remind your agents to always ask for clients’ feedback. Do make sure, however, to integrate their insights in your product development and marketing strategies.
7. Random perks and surprises
When you give customers extra perks for no apparent reason except to make them smile, they’ll surely remember your brand for a long time. For example, you may send them a handwritten thank-you note, give them discount coupons, or greet them on their birthday. These random gestures add up to a positive customer experience.
8. Making exceptions for them
Sometimes, bending your policies a little to grant a customer’s request is necessary, particularly in unique or complex situations. Your customers will surely thank you for making exceptions for them. However, before making a decision, consider whether your actions will be fair to all your clients.
9. Being straightforward and honest
Sometimes, call center agents feel compelled to lie to customers to protect a brand’s reputation. But when people find out they’re not telling the truth, they might end up cutting ties with your brand. So make it a point to promote transparency at all times, especially when it comes to your manufacturing processes and internal practices.
10. Responding to them promptly
Replying to customers’ messages quickly proves that you value their time. That’s why most brands partner with a contact center that can focus on assisting customers on a 24/7 basis. Providing support in multiple channels also lets brands cater to more customers.