Obviously all your interactions are important but servicing your VIP callers correctly should be a top priority. Keeping your top clients happy and loyal to your company is vital for any business.
Defining your VIP callers
Just what qualifies customers to VIP callers status might be dependent on a number of factors. Whatever the reason, keeping their loyalty and business is of great importance. There are a number of ways in which you can improve and develop the way in which you service VIP callers.
- Know your VIPs Identifying exactly who your VIPs are, is a great way to start. The first step is to define the criteria that turns a customer into a VIP. The reasons might be very different from one client to another. Maybe it’s simply because of their spend with you, perhaps it’s the influence they have on other potential buyers within your marketplace or it could that there is simply a benefit to you by being associated with them? If you have numerous clients of each type of VIP it might be an idea to classify them thus, further tailoring the service they receive from you. Whatever it is, you need to know who they are and their value to your business.
- Create a dedicated number. Depending on the collective value of your VIP callers to the business dictates how you pitch the level of service they receive. You might want to create a dedicated hotline that applies only to key customers or, as call technology allows these days, automatically re-route them to specific agents or departments. Whichever route you choose your VIP callers should arrive at an experienced or knowledgeable employee ready to offer the best possible customer service.
- Building relationships with VIP callers. As relationships grow with valued customers so the level of service they receive can evolve too. Servicing a specific range of customers gives an employee opportunity to remember distinct details about their account or custom allowing for relationships to blossom. In many cases they may be able to have information ready in front of them before even speaking to the client to further improve response times and satisfaction. The easier you make it for your customers to buy from you in a timely and efficient manner the less likely it is that they ultimately become someone else’s VIP callers.
Building and maintaining important relationships is key in any line of business. Developing key interactions will only serve to promote loyalty and regular returning business. If you are looking to enhance the way you service your VIP callers be sure to contact Lanonyx on 0333 0022 440 for help and advice on how our call technology could help.