The Key to Lifelong Customer Loyalty

A loyal customer is one that ignores competitor’s promotions and sticks to yours. A loyal customer is going to spend their money with you and is continuously satisfied with their service. Providing your customers with exceptional service that makes them never consider using another firm is how you retain their lifelong loyalty.

Customers typically have high expectations, and as a company, it should be your priority to meet and exceed them. Some common expectations include:
·                 Proactive rather than reactive
·                 High product and/or service knowledge
·                 Flawless user experience
·                 Human conversations
·                 Consistency

A few ways to keep your customers loyal and obtain new loyal customers include:

  ·                 High-quality service and product: Training your employees to give the best customer service possible is a product itself. While providing high-quality service, provide a high-quality product will give the customer no reason to go elsewhere.
  ·                 Give existing and potential customers attention: Reaching out to an existing or potential client shows that you have an interest in them. Going above and beyond expectations should be a task that employees perform when making any kind of interaction.
·                 Continuously be at the forefront of your customers’ minds:  Making personal phone calls and keeping in contact with customers helps you stay in their minds and encourages repeat business.  This will also give your customers a positive perception of your company.
  ·                 Taking feedback and making changes where needed:  Listening to issues that customers have with products or services will make the customer believe your company is genuine.  Making these changes will ensure a better experience for current and future customers.

There are actions that must be done on a regular basis to consistently meet customer’s standards, and many companies don’t have the resources or time to do this.  Fortunately, TeleDirect has a team of highly-skilled customer service employees and inbound and outbound tools to give your customers the service that results in loyal customers.

Let TeleDirect relieve your employees of customer service duties and allow them to do their job. Contact us today: www.teledirect.com

Are Competitors Taking Your Leads?

Statistics have proven that there are “peak” response times when contacting potentials leads.  This includes certain days of the week, as well as certain hours that are best to contact a lead.  Although this is good information, there is never a reason to slack off or fail to respond to clients in a timely fashion just because the time doesn’t fall in a peak time period. Do your employees reach out everyday to clients for qualification, follow up and closing conversation?  In this industry, reaching a lead within 5 minutes is 100 times valuable if the lead is called back within 30 minutes.

According to a recent survey about seller response rate, these astonishing statistics could make you question the way that your company is making contact with leads:

●      70% of buyer requests were IGNORED
●      72% of buyers say that the first seller to respond has the advantage
●      64% of buyers claimed that their purchase decision was dependent on slow seller response
●      More than 40% of buyers said that a 24-hour response window is TOO SLOW After viewing these statistics, is your method of contact with leads too slow and ineffective?

TeleDirect has the inbound and outbound services that will ensure that you get the deal! TeleDirect has an inbound service that immediately contacts leads via email or chat using TeleDirect Messenger and Call my Leads, and a robust outbound predictive dialer that is capable of connecting leads to our professional team quickly and efficiently!   Contact us today to prevent your persistent competitor from sealing the deal: www.teledirect.com

Is Your Management Team Exceeding The Customer Expectation?

Does your company have a sustainable workforce management system?  Workforce management is essential to maintaining a productive workforce and can be a way to suppress unnecessary internal issues that can result in external issues.   Enforcing this performance tool correctly can maximize quality work and customer service performance methods and standards.

Common attributes of a workforce management system:

 ·      Execution management
 ·      Performance management
 ·      Exceeding customer service levels

A few of the bottom-line benefits that will result in a strong workforce management team:

  ·      Improved worker productivity: Having a qualified team on the job will increase results and processes of time.
  ·      Guaranteed performance: Every successful team needs to have coaching and management that implements program service level standards.  Meeting this service and performance level will satisfy everyone in the long run.
  ·      Impressive soft-cost reductions: When productivity, process and use of resources are improved, significant costs are reduced.

At times, enforcing workforce management to its maximum capacity can be difficult for managers to handle. Fortunately, TeleDirect has multiple locations, all fully equipped with an efficient staff.  TeleDirect’s workforce management team ensures high customer service levels and ensures client performance standards are being exceeded all of the time.   To find out what TeleDirect can do to improve your workforce management team, contact us at: www.teledirect.com

Does Your Sales Team Need a Health Check Up?

Driven, confident, and structured are just a few qualities of a great salesperson.  Having a strong, dedicated sales team can lead to positive results for your company. Are you tracking the current health of your sales team? Monitoring the standing of your sales team will help you track progress and improve the way you sell your product or services.

Here are 3 metrics that should be constantly monitored:

1) ROI: Return on investment is a way to determine the profitability of your business.  Having a solid sales team will only help maximize the ROI for your company.

2) Conversion rate: Building relationships with current and potential customers is extremely important.  Forming this relationship is a great way to turn a prospect into a customer.  Having qualified prospects will verify that customers already have an interest in your product or service and will be more apt to purchase.

3) Performance: Is your team meeting and achieving your company’s goals?  Keeping track of your sales team’s performance should be monitored on a regular basis, which can provide sales managers information about areas of room for improvement.

Unfortunately, it isn’t easy to develop a professional and experienced sales team overnight.  Luckily, TeleDirect has a group of dedicated, sales-trained representatives that can work on your account.  Leave it to our Telesales team that has proven knowledge and experience to get the results your company needs: http://www.teledirect.com/

A Lead Qualification Team That Reaches Qualified Customers

A huge problem that many companies face is an insufficient amount of adequate lead qualifications. This can result in spending valuable time selling to the wrong or unqualified prospects. Having the right person dealing with your lead qualifications can create qualified sales leads and relay a positive message to potential customers. Forgetting a few simple yet powerful aspects of a lead qualification can cost you a great deal.

Here are 3 tips for lead qualification success:

1) A human’s voice: A recording on the other end of a phone call can be annoying and very impersonal. Hearing a human’s voice can be reassuring to someone who can assist a potential client in selling a product or solution that will suit their needs.

2) One-call efficiency: In one phone call, a representative should have a script that will lead to knowing the correct action to take.  The representative should be able to identify whether to abandon the lead, turn it over to sales for prompt action, or the case needing further development.

3) Positive Attitude:  First impressions are everything. Making a positive impact on your listener is a key part to informing them about what your product or solution can do for them.  Your positive attitude can reflect the product or solution you are selling and will make for a smoother sale.

Make sure your team can focus on being efficient and effective and leave the extra details to TeleDirect.  At TeleDirect, we can be your extra staff that will turn an opportunity into a lead and provide closers that will seal the deal. Contact us: http://www.teledirect.com/

Best Ways to Resolve a Customer Complaint

Hanging up from a customer service call while a customer is still unhappy about the conversation is the worst way to end things. Unhappy customers can have a variety of reasons for why they are dissatisfied. They could be having a bad day, have unrealistic expectations or sometimes just have negative dispositions. Still, we must admit that there are times when a customer has legitimate reasons for being upset. So, no matter what the cause of their unhappiness, they are your customers, and it is important to rekindle that positive feeling they had about your company. 

Here are 5 ways to help resolve customer complaints.

1. Listen to the customer: Allow the customer explain what the issue is. Don’t interrupt. This is the customer’s opportunity to tell the story and feel heard. 

2. Thank the customer: Let the customer know that you appreciate the problem being brought to your attention. If you don’t know about a problem, then it can’t be solved. In the end, this situation helps the both of you. 

3. Give an apology: Give the customer a sincere apology for the negative experience and the way it made the customer feel. This lets the customer know that you care and don’t wish for this situation to occur again. 

4. Find a solution: Ask the customer what solution they see in this situation. Then, come to an agreement for the resolution and act on it immediately. You want to make sure they are satisfied with the solution and that they don’t have to wait for the problem to be solved. 

5. Follow-up: Follow-up with the customer to make sure they are fully satisfied. This is the time to ensure that all steps of the resolution were carried out to the customer’s expectations.

Sometimes things go wrong and that’s okay. It’s just important to make sure that when they do, you are prepared to handle it. At TeleDirect, we have highly trained customer service representatives that are prepared for anything. Learn how we can help you by visiting us at http://www.teledirect.com/.

Take the Lead: Getting More Customers Wanting Your Services

When it comes to your business, your clients are one of the most important aspects.  Without them, your business would not survive.  That’s why it’s always important to keep great leads coming.  There’s always an opportunity to generate more leads and in turn bring in new customers.   Here are 4 ways to attract prospective leads and make them your customers:  

1) Ask- Do the customers or contacts that you already have know anyone that would benefit from your services?  People who know from experience the value in the work you do are excellent assets in creating new leads for prospective customers.  

2) Be available- You don’t want leads to lose interest because they are having difficulty getting in contact with you.  Make sure that your information is easily and readily available for anyone who may want it.  Have it on your website, blog and in the signature of your email.  

3) Be knowledgeable- Chances are that when people are considering your services, they will have a lot of questions.  Be prepared to answer any questions they may throw at you.  You also want to be as clear and detailed as possible.  

4) Seal the Deal- Don’t just tell them what services you provide, tell them how those services will better their business.  By giving them concrete examples that allow them to see the specific changes that you can make for them, they are able to put things in perspective.  By helping them imagine how your services will fit into their company’s future, they can’t imagine not having it.  

Bringing in new leads is something that businesses should be actively working on at all times.  New leads become new customers and new customers become great assets.  Learn how @TeleDirect can help you by check out our Work the Lead services.  We can help you with lead capture, appointment setting, order entry, live transfers and much more.  Visit us: http://www.teledirect.com/