In metaphorical terms, a gateway often describes a way to something better or a way to improve yourself or your business. You’ve doubtlessly heard someone talk about how a certain experience or trying a food was a “gateway” experience for them.
The same could be said for customer service. There are five gateways to improved customer service that 3C Contact Services follows and we are passing on to our partners. Passing through these gateways has allowed us to become one of the top providers of outsourced call center solutions in North America.
Gate 1: Likeability: There’s a reason why this is the top gate: a customer is far more likely to trust and listen to you if they like you. If your customer likes your product or service, as well as the agent selling it, they will make a purchase; this is one of the biggest factors in making the all-important good first impression. In order to establish yourself as being likeable, here’s what you need to do:
Gate 2: Credibility: A credible sales agent displays experience and knowledge, as well as the necessary credentials. In order to pass through this gate, you have to first establish your credibility. To establish credibility, you must:
Gate 3: Respect: Showing genuine interest in a customer’s ideas is one of the biggest ways you can show them respect. Each time you fulfill a promise, your customer’s respect will increase. After you’ve established your credibility with a client, they will feel more comfortable sharing personal and professional information; this is called a “needs analysis.” Your agents will be able to gather valuable information based on each of the three gates they have passed through so far.
In order to establish respect, you must do the following:
Gate 4: Trust: Once you’ve provided consistent service and delivered on your promises, you’ve earned your customer’s trust. From there, you can assure your client that a solution geared specifically to them has been created.
To establish trust, you must:
Gate 5: Belief: Now that you’ve moved through gates one through four, belief is the final gate your customer will pass through, transforming a contact into a client now that you know how to close the interaction.
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