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Improve customer service with streamlined processes

Posted by on Aug 27, 2013 in Customer Service | 0 comments

The modern consumer market demands an exceptional level of customer service from organisations that has driven innovations in streamlining a wide range of business processes. Industries including telecommunications, retail, financial services and FCMG are benefitting from these innovations as well as the increased, sustainable growth that customer service excellence delivers. Solutions to streamline your processes and increase customer service: Outsourcing. This solution only works when you partner with a reputable outsourcing company whose values are in line with yours and who has the experience to deliver on their promises. Outsourcing is not about replacing your current staff – it’s about enhancing your business process by introducing experienced individuals who can contribute positively towards your organisation’s success on every level. Flexible call centre services. Your company may need a call centre now although it didn’t 3 months ago. It may need a larger or smaller one next year. Flexible call centre services give you access to competent, driven staff and technology that can change according to your needs, giving your business exceptional agility without having to directly manage these assets. Staff training. As customer service changes, your staff members need to move forward with it in order to meet consumer needs. With comprehensive staff training based on proven methodologies and strategy, your staff will understand CRM strategy, how to implement it and how to gain the most from every interaction with a consumer. Contact Effectiveness Company today and find out more about increasing your customer service with through streamlining your business...

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4 Ways In-Call Training can improve your Customer Relationship Management

Posted by on Aug 20, 2013 in Customer Service | 0 comments

Your call centre staff members are integral to your Customer Relationship Management (CRM), as they are often the front of line when it comes to managing customer queries as well as administering to vendors, partners and even stakeholders. In-call training from an industry-leading outsourcing company will take your company’s CRM to the next level by implementing proven methodologies and empowering your staff to be proactive in supporting a positive brand image. The results of comprehensive Customer Relationship Management in-call training include: Consistently high standards of service. No matter who your customer contacts in the call centre, you want them to receive the same high standard of service. This not only prevents negative impressions, but it also unifies your call centre with the professional image of your company, putting company values and competency ahead of anything else. Increase performance. In-call training creates a sense of teamwork, accomplishment and empowerment, making your call centre a place of positive competitive energy where each agent is challenged to succeed and the whole team participates to support each individual. Close sales more effectively, more often. If your call centre also deals with sales, in-call training will teach your agents how to close deals quickly and effectively through a variety of proven sales techniques. They are also taught how to deal with hesitant sales Turn a negative situation into a positive one. Call centre staff are often the first people contacted in the case of a negative experience or query. When they have had the proper training, they’ll be able to deal with difficult or upset consumers in an efficient and productive way, turning a negative situation into a positive one – and regaining the loyalty and goodwill of a valued consumer. Effectiveness Company provides comprehensive training for call centre staff in the telecommunications, retail, financial services and public sector industries (amongst others) that will have a positive direct effect on your Customer Relationship Management. Contact us today for more information on in-call...

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The value of customer service – why your staff need training

Posted by on Aug 13, 2013 in Customer Service | 0 comments

Customer service is vital to any business that wants to achieve sustained, profitable growth – whether they are in the industry of financial services, retail, telecommunications, pharmaceuticals or even the public sector. What is unusual about customer service is that it is actually an expense for your company – but it is one that brings in a massive ROI when your staff members have comprehensive training from an industry-leading outsourcing/insourcing company. Effective customer service isn’t just about having welcoming, friendly staff members attending to customers – it’s about having staff that know how to deal with customers, how to solve problems and who have an in-depth knowledge of the organisation they work for and the protocol that they can use. This way, even if a consumer is unhappy with an aspect of your company’s products and services, it can be handled quickly, professionally and leave that customer smiling at the end of the day. It’s vital that every member of your staff, from cashiers and managers to sales assistants, call centre agents and market researchers are on the same page when it comes to customer service. By each member having the same comprehensive training, you create cohesion amongst your staff, a shared sense of responsibility and the ability to act effectively towards consumer queries. This unites staff members under your brand, makes them proactive and teaches them to take control of situations – empowering them. When consumers are dealing with a trained, unified staff contingent, it builds a sense of confidence in your brand. By treating them consistently well at every point at which they make contact with your brand, you will achieve levels of loyalty that will drive growth and achieve business goals. At Effectiveness Company, we will train every level of your staff with industry-leading customer service strategies. Our goal is to empower people to take positive action and deliver customer service excellence, contributing to your brand’s positive image and assisting you in achieving sustainable growth. Contact us...

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Customer experience – getting it right in the store

Posted by on Aug 6, 2013 in Customer Experience | 0 comments

Improving customer experience is something that many companies are recognising as an opportunity to help their company grow and their brand to gain valuable consumer loyalty, but what exactly does this mean? And who can benefit from this strategy? “Customer experience” is a term that encompasses all the experience that a consumer has with your brand – from walking into your shop to dealing with your call centre and even looking at your marketing flyers. Because it encompasses the whole of your brand in relationship to your consumer, customer experience strategies are complex – involving technology, strategy, marketing, training and staff – from the top of the organisation down. So why is a positive customer experience important? It sounds like an easily refuted question, but customer experience has only lately developed such a vital role in successful business growth. That’s largely because there are so many effective lines of communication – from online forums to Twitter, Facebook and other social media platforms – where your brand can be discussed, reviewed, complained about or complimented in a highly public and powerful stage. As brands compete it is more important than ever that positive influences are passed into these platforms, not so much by the brand itself, but by consumers – a form of highly influential and wide ranging word-of mouth. The most important place for this positive customer experience to occur is in your store itself where your staff members are dealing with customers on a one-on-one basis. By having your staff trained in how to deal with customers appropriately, how to approach areas of concern and achieve sales and CRM goals effectively, your company will implement one of the first and most significantly beneficial aspects of customer experience. Industries that can benefit from customer experience solutions include, amongst others: Telecommunications Retail Public sector Franchises At Effectiveness Company, we provide fully trained and experienced staff members for all areas of customer experience – from front-of-line staff to sales, call centre and promotions staff. With our unique toolkit of IT infrastructure process and methodologies, we provide the outsourcing to fill the gap between strategy and implementation. Contact us today for more information on customer experience...

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