Social Poaching: 7 Different Ways of Making Your Customers Life Easy and Better

The term social poaching generally is described as the act of an organization tempting or stealing the customers from of a specific business organization via social media. Although this is a process that could occur through any social media channel there has been a strong disposition towards twitter for big brands with multiple competitors.

The Act of social poaching is generally considered to be optimistic and could easily target both happy and unhappy customers, tempting customers with a better deal to agreeing with the appalling experience of a disgruntled customers. So how would you stop your customers from coming across such situations? Given below are the 7 different ways of protecting your customers from the entire process of social poaching.

Understanding where your customers would be: Understanding whom you want to engage your time with and where have they been spending their time. This would help you differentiate your company with the other organizations depending on the demographic. The word of week when you are planning to choose a channel is Narrow casting, and if you know when and why you are trying to reach them out then the rest would follow.

Getting the basic rights to maintain loyalty: Friendly banter on social media platforms help you in building the bricks that builds loyalty. Having these kind of engagements would help you come closer to the understanding of all your clients and customer’s needs and requirements. And regardless of whether it’s friendly or fun, formal or serious, it’s much more all about the time, making them believe that you understand what, when, why they have those needs and requirements from the organization.

Empowering your agents to create a greater customer experience for all your clients and customers: All employees need to be empowered to do the best to the person they have been talking too, regardless of whether they have been dealing with the issues customers have facing or having friendly chat about the weather. Engagement with non-customers should second to that every time.

Align your marketing department with the contact center: It’s always considered to be good when you align your marketing department with your contact center. To this generally speaking the brands would have to maintain a closer relationship with all the clients and customers demonstrating a stronger and much more positive engagement with the customers. Say for example if the left knows what the right has been doing then they could easily work in unison creating a better service and brand image for your organization.

Providing social media the time and resources that they need: As high profile cases continue to prove you could never afford to neglect the social media channels no matter what business you have been dealing with. And if you have never been doing then it’s the right time that you pay attention to all your social media channels making sure that your SLAs are targeting in minutes rather than hours.

Blocking your competitors from commenting on your Facebook page: Twitter and Facebook both offers you with features that allow you to block individuals from your website page. Facebook generally offers you with two major options.

1   Removing someone from your page: They would no longer like it and would not be able to see your posts from their news feeds.

2        Ban someone from your Facebook page: They would still like it but would not be able to post anything on your page or share content from your Facebook page to the other pages on this social networking site.

Training your agents on who your competitors are: Your social media team has to be aware of who your core competitors for your business are. This would help them in developing additional training or by placing informative posters in and around your office. They should also be able to understand and know what they have to do when your competitors come up and make a post on your social networking page.

So is it the time for your contact center services to sit up straight and pay attention. What more could you be doing in order to protect yourself from social poaching. 

Infographics – Business Process Management Trends

Besides enjoying some positive trends recently, the BPO services market has a growing component called Business Process as a Service (BPaaS). Already dominating 22% of the market, BPaaS is going to constitute about 29% of the services market by 2017. The category will be instrumental for services looking to make the most out of opportunities mushrooming during 2012-17, as predicted by research specialists Gartner. BPaaS is one of the main growth drivers and will influence spending in a major way. Companies might even double their BPO Services spends across regions like Greater China, Asia Pacific, and Latin America. 2012-17 will see worldwide BPO grow at 5.6% CAGR. These figures were discovered by Gartner, a leading IT research and advisory company. 

Courtesy of: Aegisglobal

5 Major Ideas and Strategies to Deal with the Angry Customers in A BPO Industry

As a call centre representative, we all do come across a stage where we need to deal with the most angry and frustrated customers. And how you deal with them could either make or end up the relationship. Given below are the five major techniques that would help you in calming down your customers increasing the productivity and increasing the quality of customer service.  

Listening to what they are saying: When on a call with your customers you could easily determine and know if your customers are angry with you or not. And when you come across a caller who is angry it is very important that you listen to them before you deny the mistake that has happened from your side. The customer calls you because he just wants to come out of his frustration, and at times giving the caller an opportunity for him to express the displeasure would help them to calm down allow you to solve the problem that they are going through.

Being patient while dealing with your customers: It’s always good when you are patient with your customers no matter whatever business you are dealing with. Although it’s not easy to deal with one’s emotion especially when one is being unreasonable with their behaviour, you would then have to continue remaining friendly, and deal with them in a professional and cooperative manner in order to succeed with your customers. Being patient with your customers would not just make your business grow but would also lead you with effective marketing results.

Apologizing them: Once the customer tells you what exactly the issue is the very next thing you need to do here is apologize. This is one important thing you would need to do especially if your customer is angry. Even if your customer is as cool as you are you would still have to apologise for all the problem or inconvenience caused through your products and services. And in case the problem was from their side blaming them would not just worsen their mood but would also affect the business you have been doing. So do not forget to ensure your customers that you are here to help them and would solve the issues working together that they have been facing through our products and services.

Making sure that you have understood them: Now that you have apologized it is the right time to take down the notes in order to understand and know what exactly the issue is before you begin to solve them. Doing this would also help your customers know that you have heard them and are actively thinking on how you could solve the issues they have been facing.

Solving the issue: If you think that you know what the solution for the problem then goes ahead and solve them. And in case you are not sure about it then do not promise your customers with things that you cannot do. When you don’t have an answer to the question your customer is asking, then put the call on hold and consult your team in order to know what would be the right solution for this as quick as possible. Remember the customers get more angry and frustrated when they are kept on hold. In case you have no solution for the issue they are going through be frank and tell that out to them.

So how do you deal with your angry customers? Do share your ideas and strategies on how you have maintained a composure when you a dealing with an angry customer. Do share with us a story if you have come across any rudest customer through a phone call or live chat.

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