What the Voice of the Customer Wants You to Hear

What the Voice of the Customer Wants You to Hear

Julie Pearl Published on April 17, 2015Last updated on August 24, 2022

Much has been said about how excellent customer service should be defined and delivered.

customer service agent listening to voice of the customer

There are countless best practices and industry-approved tips for how customer engagement should be done and how customer needs should be addressed. But if you’re really after the satisfaction of the people you serve, you’d get ideas for improvement straight from them.

The voice of the customer refers to the processes and activities that capture your market’s needs and wants. Being able to give those preferences means you’re really listening to that voice.

So, do you know what it’s really saying?

Here are sentiments that customers everywhere generally have about the brands they support:

  • “Fast Service Isn’t Always Good Service.”

    voice of the customer depiction man on the phone holding clock

    People don’t mind receiving lengthy service if you give an acceptable reason why it would take time and give timely updates about the processes. There’s a difference between slow service and one that is given ample focus to produce quality results. Besides, haste doesn’t automatically translate to great customer experiences if it would only make the client feel that things were rushed.

  • “Personalized Service Is Not Just About Saying Our Name.”

    voice of the customer depiction woman speaking explaining on phone

    Modern customer service is all about personalization. People love it when they feel something is done specially for them.

    One way of personalizing service is by mentioning the customer’s name in phone conversations or email threads, but this isn’t the only thing that you can do. You can also know their unique preferences, remember dates that are important to them, give reminders, send birthday greetings, speak their language—the list goes on.

  • “We Love Surprises.”

    voice of the customer depiction delighted man on laptop

    Who doesn’t? In fact, these are what would most likely get people to rave about your brand. Show the love by giving unexpected discounts, free shipping, gifts, or anything that would brighten their day.

  • “You Don’t Have to Spend Too Much to Give Us Excellent Customer Service…”

    voice of the customer depiction smiling woman holding phone credit card

    Giving surprise gifts from time to time would be nice, but costly gestures are not the only thing that could put a smile on your customers’ face. Small acts of kindness like sneaking in a simple thank-you note to go along with the product they ordered can prove that the thought truly matters more than the cost.

  • “…But We’re Willing to Pay for It.”

    voice of the customer depiction smiling man holding credit card on laptop

    If it’s worth the pay, why not? Restaurant patrons double their tips if the servers did a superb job at making their dining experience pleasant. Your buyers or callers would do the same if your agents are extra attentive throughout the transaction.

    The price they’re willing to pay may not come in the form of a tip, but they’d buy more of your goods, sign up for additional services, or subscribe to your offers thanks to your reps’ courteousness and cheerful disposition.

These are not the only things that the voice of the customer wants you to hear. Check out the second part of this post to know more about how people define excellent customer service.

Entrust your outsourcing needs to a dedicated firm that makes sure your customers’ needs are heard. Contact Open Access BPO today so we can develop a smart outsourcing program that elevates customer experiences.

 

Read More

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your staffing, training, quality assurance, and service/people management.

They're more diagnostic than curative: https://buff.ly/42DcwtH

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
You can think of #ContentModeration as the police guarding your online presence, be it on your website or #SocialMedia pages.
𝗕𝘂𝘁 𝘄𝗵𝗮𝘁 𝗶𝘀 𝗶𝘁 𝗿𝗲𝗮𝗹𝗹𝘆 𝗹𝗶𝗸𝗲 𝘁𝗼 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗲 𝘄𝗲𝗯 𝗰𝗼𝗻𝘁𝗲𝗻𝘁?

Find out by reading our blog: https://buff.ly/3ngOFjg

----------
Entrust your content moderation needs only to a trusted expert: https://buff.ly/40aOVin

#WeSpeakYourLanguage
#SocialMediaModeration
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3JXTZkw

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗵𝗲𝗮𝘃𝗶𝗹𝘆 𝗮𝗳𝗳𝗲𝗰𝘁𝘀 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Hire the right #CustomerSupport specialists and you can ensure excellent #CSAT.
Neglect #recruitment, and you risk losing your customers' trust.

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐇𝐢𝐫𝐞𝐬 𝐒𝐭𝐞𝐥𝐥𝐚𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞𝐬
https://buff.ly/3ZbMj2y

• 𝟓 𝐂𝐫𝐞𝐚𝐭𝐢𝐯𝐞 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 𝐭𝐨 𝐅𝐢𝐧𝐝 𝐆𝐫𝐞𝐚𝐭 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐠𝐞𝐧𝐭𝐬
https://buff.ly/3na1uvR

• 𝐆𝐞𝐧 𝐙: 𝐓𝐡𝐞 𝐍𝐞𝐰 𝐖𝐨𝐫𝐤𝐟𝐨𝐫𝐜𝐞 𝐀𝐰𝐚𝐤𝐞𝐧𝐬 𝐟𝐨𝐫 𝐁𝐏𝐎𝐬 𝐚𝐧𝐝 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫𝐬
https://buff.ly/3Z9Rq3j

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐬 𝐈𝐭𝐬 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬
https://buff.ly/3Z6tWfm

----------
Let us build your #CustomerService team and give your customers an unforgetable CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
𝗔𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗺𝗲𝗮𝗻𝘀 𝗴𝗼𝗶𝗻𝗴 𝘁𝗵𝗲 𝗲𝘅𝘁𝗿𝗮 𝗺𝗶𝗹𝗲 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀.
And the first step in providing value-added #CustomerSupport is knowing what's important to them.

Here are 5 ways you can make #CustomerExperience services extra special for both old and new customers: https://buff.ly/3LDfBnG

----------
Outsource now to give your customer the best brand experience possible: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO
Open Access BPO4 days ago
To consumers, technical support agents play the role of digital first responders, saving the day when users encounter tricky technical problems on the device or software they're using.

Provide excellent #CustomerExperience and improve customer relationships by hiring #TechSupport Agents with these competencies: https://buff.ly/40nMUPJ

----------
Our stringent hiring & training practices ensure high quality #CustomerService for our customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenter #TechSupport
Open Access BPO