Blog Post

5 Ways to Thank Your Customers

During this time of year, everyone reflects on how grateful they are for loved ones and all the things that make life special. Companies with contact centers operating on the front line of customer experience should also take a moment to thank its customers. Saying thanks does not always have to be a big spectacle of events or expensive gifts. It is the little things that mean the most – especially when it comes to customers being (and staying) satisfied.

In a society where customer experiences are shared by the minute via social media, call centers must make every effort to not only say thank you, but prove it. We have entered a point in our economy where only the best will survive. Not showing customer appreciation will only end in heartache.

Here are five actionable ideas to say thank you to your customers this holiday season and beyond:

  1. Acknowledge. Recognizing your customers as your number one priority is virtually a guaranteed way to prove that they are both valued and imperative to your success. Ignored customers are one step away from being former customers. So, how do you successfully acknowledge your customer’s presence? First, resolve their issues as quickly as possible. And secondly, never act “too busy.” Remember, your customer’s issues are your issues. Show some empathy!
  2. Be personable. Do you treat your customers like account numbers or actual people? Greeting them by name and having your agents introduce themselves is a great start. On a call center level, don’t forget to say “please” and “thank you.” These are all small changes that have a big impact.
  3. Share. As a customer, there is nothing worse than being left in the dark or finding out important information third-hand. Many times the flow of information from the enterprise to customers gets lost in translation. Successful companies understand sharing and reinforcing the latest communication speaks volumes about its focus on customer satisfaction.
  4. Deliver. When dealing directly with customers, companies need to “bring it.” Since your call center agents are your first line of defense in providing a great customer experience, finding time to invest in agent development is important. Training and coaching ensures you deliver what your customers want, need and demand. Your customers will thank you for it in the end.
  5. Optimize. Looking for additional ways to optimize your customer satisfaction program is a must. Last year’s expectations of good customer service don’t always translate to the next year. Say thanks to your existing customers by continuously looking for better ways to improve your operations and service.

At Knowlagent, we’d like to say Happy Thanksgiving to everyone. Always give thanks in everything you do.

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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