Customer service is always a challenge for any organization. According to 2017 customer statistics, around 85% of the customers reject a company’s product due to its inefficient customer service.
However, that doesn’t mean you should feel depressed about it. Such problems could be easily overcome by utilizing the apt call center software in the process.
You have to face every rejection as a challenge and bounce back from the same stronger than before.
If you call a customer to introduce your products to him, and he instantly says, “not interested”, that doesn’t mean he won’t listen to you, but you have to define your plan properly.
You should have apt convincing skills to pursue him next time.
1) Understand Customers’ Emotions: When a customer denies a product then it must have some reasons. If a customer is busy or has gone through some sort of recent problems, then he will reject your product, and may also ignore a call from the contact center too.
During a call to such customers, you should understand their emotions properly.
2) Proof of Your Best Efforts: Mentally strong owners and customer care representatives view rejection as a proof that they're working really very hard. Rejections are only temporary, but if a customer care representative keeps, his enthusiasm intact, then it will be good to the firm.
The 2016 customer survey has claimed that 70% of the potential customers are likely to become a regular consumer of the firm if a telecaller calls him at frequent intervals and at convenient timings.
3) Treat Customers with Compassion: Rather than criticizing your customers for not buying your product, you should be compassionate to them and their feelings.
By this way, you do not only create a good rapport with them, but also enhance your future selling prospect. In case, the customers have any enquiry, then try to resolve it first.
4) Never Demoralize Yourself: Even if customers constantly overlook your products and offers, then don’t treat yourself inferior or unskilled.
Customers have several reasons for rejecting a call from contact centers. As a prudent professional, you have to find out the cause of rejection and move on.
According to a recent customer survey, 73% of the customers get seriously annoyed when they have to repeat their problems to contact support executives.
The firm should instead install the IVR tool to tackle the same.
5) Learn From Rejection: After every rejection, ask yourself "What did I get from it?" it will help you see rejection with an element of positivity.
Don’t see rejection as a pain; try to convert it into an opportunity for self-growth. Each rejection holds a key to your future success.
Case Study
A premier MBA coaching institute was running well despite its obsolete call center solutions. The board of directors decided to maintain the status quo because they wished to upgrade the institute only a few months later. The quality faculty and support staff satisfied students.
In the next couple of months, many more students enrolled at the institute. Now, gradually, the task of attending each of the learner’s call separately became increasingly difficult due to the absence of the advanced call center software solutions in the process.
A few days later, students’ dissatisfaction grew more, and they demanded immediate installation of the best call center software in the office for astute online support and assistance.
The board of directors called a special meet to chalk out the future strategy of the institute. Most officials admitted that use of old and obsolete technology was insufficient to satisfy the student’s level of frequent queries.
Soon, the institute installed the advanced version of online call center software to improve the scenario. Within a couple of weeks after the installation of the said calling device, the students and their guardians were highly delighted.
Now, students could instantly register their questions to specific faculty online, and the latter could answer to them at appropriate timings.
The timing for online assistance to students was now open 24x7 as the exams were coming nearer. The institute registered 17% rise in its core student base in just 6 months as compared to the last year.
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