Every customer communication should be authentic and engaging...Simply establishing incentives without proper customer service in place will always fall flat.
Atlanta, GA (PRWEB) October 21, 2014
In honor of national Customer Service Week, C2C Resources, an Atlanta-based commercial debt collection agency, released a comment on the importance of strong customer service skills for businesses.
“A bad human interaction with a company employee can taint a customer experience; even for companies who have a strong product or have invested heavily in their branding and messaging,” explained Todd Tinkler, President of C2C Resources. “As a business owner, you need to know how your employees are working with your clients; it is a large factor in your business’s cash flow.”
Tinkler suggests training client-facing employees with common customer service practices so that no matter the situation, they will represent the company properly. He believes that client-facing employees serve as the face of the company.
Common practices include:
1. Practicing active listening.
While most collection calling campaigns utilize a calling script, the caller needs to actively listen to the customer’s needs to truly assess their problems. While C2C Resources advocates the use of call scripts, they firmly believe that employees need to actively engage in the conversation instead of waiting to deliver their next line from the script.
2. Using appropriate language.
Employees should communicate to clients with language that feels authentic, positive and memorable. Do not encourage employees to be a corporate boilerplate. Every interaction should feel like the customer is speaking to a real person who understands their problems.
“Every customer communication should be authentic and engaging,” said Tinkler. “Once you have your employees engaged, then you can work on developing an incentive program to establish a valued customer group. Simply establishing incentives without proper customer service in place will always fall flat.”
C2C Resources suggests selecting the company’s best, on-time paying customers to invite to a valued customer group. Once the group is established the company can host private events or learning opportunities for these customers. Tinkler believes the goal is not to try to sell more to the customer; it is to thank them for their support. Valuing a customer will encourage future orders and on-time payment.
About C2C Resources:
C2C Resources is a global Commercial Debt Collection agency headquartered in Atlanta, Georgia. The company collects commercial debt on behalf of their over 25,000 clients and is considered one of the top agencies in the country. The executive team at C2C brings more than 60 years of experience helping businesses collect their accounts receivable.
C2C's powerful combination of Profit Maximizer, InfoMax Collection System, and Legal Forwarding Edge, can help your company be more effective with your own in-house collecting and maximize recovery of accounts turned over for collection.