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From the blog

Inbound Call Center: Know your Customers

Not every customer is the same and each has their own set of credentials that they go through when making a purchase. For any business to be successful in today’s environment you need to understand today’s customers.

Who they are.

Knowing how they think and work will help you offer the best solutions. When you get to know them, they will learn to trust you and will seek out your advice.

Why they buy.

If you know why customers buy a product or service, it’s easier to match their needs to the benefits your business can offer.

When they buy.

Individuals who buy rarely from you may need additional encouragement — that is, more telemarketing.

How much money they have.

Why spend precious time pitching products that your customers can’t afford? This isn’t only a time-waster: It could also offend or embarrass your customer, demonstrate your lack of interest in their needs, and cause them to lose interest in your company.

What makes them feel good about buying.

There will always be the customers that choose price over everything else including customer service, that’s just the way it is, but lately customers have been willing to pay a few extra bucks to buy from the companies who offer and deliver on excellent customer service.

What they expect of you.

Think about what you can do to improve the way they work, so that when they ask your advice you’ll have something useful to pass onto them. Nothing impresses a client more than an inbound call center agent who looks beyond the immediate problem to something that may occur in the future.

What they think about you.

Feedback from your customers is the best way to improve your products and services, meet customer needs, and attract more customers.

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