The Power of Unconditional Service Guarantees

The Power of Unconditional Service Guarantees

27 . September . 2022

Many business executives believe that, by definition, services simply can’t be guaranteed. Services are generally delivered by human beings, who are known to be less predictable than machines, and they are usually produced at the same time they are consumed. It is one thing to guarantee a camera, which can be inspected before a customer sets eyes on it and which can be returned to the factory for repairs. But how can you pre-inspect a car tune-up or send an unsuccessful legal argument or bad haircut back for repair? Obviously you can’t.
But that doesn’t mean customer satisfaction can’t be guaranteed. A good service guarantees should be:

• Unconditional
• Easy to understand and communicate
• Meaningful
• Easy (and painless) to invoke
• Easy and quick to collect on
• And for organizations, guarantees should:
• Force you to focus on customers
• Set clear standards for employees
• Encourage feedback from customers
• Promote an understanding of the service delivery system

Build customer loyalty for organizations with guarantees in place or considering adding a guarantee, it would be wise to evaluate them against.

Another important factor to consider is ensuring that your customer service teams have the authority to grant the guarantee to your customers without seeking managerial approval or making them jump through hoops. It needs to be just as easy for a customer service agent to grant the guarantee request from a customer as it is for the customer to receive it on their own.

A hassle-free utilization of the guarantee can give customers a renewed confidence in your organization’s ability to deliver on your commitments. It also gives your frontline representatives the opportunity to satisfy customers the first time, every time – which makes for a better working environment.

I know what some of you are thinking – service guarantees don’t apply to us. In this case, I think they certainly can and might even deliver breakthrough service and a powerful competitive advantage. Transparent guarantees can help clients move away from “lowest-price” decision making criteria to a “price-value” decision, which in turn can improve customer retention in the long-term. In this day of social media raves and rants, having a good guarantee might be the difference between a one-star and a five-star rating.

Organizations that figure out how to offer—and deliver—guaranteed, breakthrough service will have tapped into a powerful source of competitive advantage. Doing so is no mean feat, of course, which is precisely why the opportunity to build a competitive advantage exists. Though the task is difficult, it is clearly not impossible, and the service guarantee can play a fundamental role in the process.

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Maintain Your Contact Center’s Service Level

Maintain Your Contact Center’s Service Level

23 . July . 2022

Your contact center’s service level is an important indicator of your availability to customers—and how well-designed your strategy for managing customers and callers is.

Different contact centers measure this in slightly different ways. You could look at a specific metric—the percentage of calls answered within a set timeframe, for instance.

You've probably heard the oft-quoted industry standard of answering at least 80% of calls in under 20 seconds.

Let’s have a look on contact center service level agreement, and the two parts that typically make up this concept.

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How to Keep Remote Workers Engaged in a Virtual Team

How to Keep Remote Workers Engaged in a Virtual Team

14 . June . 2022

Remote work is becoming common practice in many industries. In the midst of the COVID-19 pandemic, more companies than ever before are allowing their employees to work from home to help flatten the curve and protect the vulnerable.

Ways to keep remote employees engaged

Here are some ways to maintain your company culture and make your virtual staff feel like they’re truly part of the team.

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Boost the Effectiveness of Learner Feedback

Boost the Effectiveness of Learner Feedback

7 . March . 2022

Successful organizations evaluate their training programs to optimize learning transfer from the classroom to the job. You’re probably familiar with commonly-used methods to evaluate training effectiveness, such as learner feedback, tests and assessments, role plays and simulations, observation, and customer surveys.

As part of a comprehensive training evaluation approach, these methods form a strategy to determine if a class or curriculum has had the desired impact on employee performance. Some training teams add more detail to their training evaluation yardstick, using metrics like return on investment or strategic impact, but most training managers take a more pragmatic view.

Here are five easy-to-implement ideas you can use to boost the effectiveness of learner feedback as an evaluation method:

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The New Buzz Word: Customer Advocacy

The New Buzz Word: Customer Advocacy

14 . July . 2021

Customer advocacy is a hot topic in marketing. Leaders today see it as the only true and sustainable way to win customers and market share over the long term.
Customer advocacy consists of the actions you take to focus the organization on doing what is best for customers, which, in turn, rewards you with loyal customers.

What would be the right approach to mount customer advocacy in contact center. The key is empowering your agents — but with the right approach. The idea of empowering employees to be customer advocates sounds good to many leaders in concept, but doing so is easier said than done if barriers are in place. These barriers can include lack of training, misguided performance targets, and limited decision-making authority.

There are five components that are essential to develop employees into customer advocates:

The most important is to define and reinforce your vision as to what focusing on customer means.

Training and coaching
A second essential component is to instill a deep understanding of what customer advocacy is, and how it works in your organization. This has to be practical for every employee and every job role. For example, address questions such as:

• What does it mean to put yourself in customers’ shoes?
• How do you find the best solutions for them?
• To whom do you reach out when resources and assistance from other areas are required?

Customer advocacy is about taking action to do what’s best for customers. You can’t expect employees to be effective unless they have the authority and means to make decisions. Empowering means giving them the authority to take an action rather than following the protocols of approvals.

Employees appreciate the trust. They want to make good decisions that are right for customers and the organization because they happen on the spot.

Goals and objectives
The right goals and objectives—ones that support and encourage customer advocacy—are also essential. When you establish metrics, you’ll get what you measure. Do your quality standards and measures of success truly align with doing what’s best for customers?

Tools and processes
You’ll also need supporting tools and processes. This does not necessarily mean you have to have the latest technology, but several capabilities are especially helpful. These include knowing the customer's history and preferences, the means to capture helpful information on customers and issues, and good communication tools for internal collaboration.

Customer advocacy doesn’t happen on its own. But if you’ve aligned these five components, you’ll be strongly on track to developing your contact center agents into customer advocates.

About ZRG
Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered over 450+ Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.

Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

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