When Customers Meet their New Gizmos

Tech gad­gets sit high on the pre­ferred gifts for the hol­i­days. They’re use­ful and trendy so Santa is sure to have many of them on his list. Unfor­tu­nately, Santa may not always be avail­able, or techie enough, to answer ques­tions about his gifts, so that leaves you, the con­tact cen­ter agent to do that for him.

Some point­ers in han­dling cus­tomer con­cerns that are expected to arise once they meet their new gizmos:

Rein­force the Pur­chase Decision

In a mar­ket flooded with prod­ucts of almost equal qual­ity, build, func­tion, reli­a­bil­ity, and all those stan­dards that com­prise pur­chase deci­sion points, there is always some­thing good to say to rein­force the customer’s choice. They’re almost the same gad­gets doing the same things, but with dif­fer­ent logos. But I empha­size the word “almost” here because it is a way to fur­ther push the prod­ucts dif­fer­en­ti­at­ing fea­tures that make it supe­rior over the oth­ers. A pur­chase is based mainly on emo­tions and this is a good time to tickle that and look at it as an oppor­tu­nity to rein­force brand loy­alty.

Prod­uct Knowledge

We can­not stress this enough. Prod­uct knowl­edge should be first in your list of to-dos for con­tact cen­ter agents in this sea­son of all-new, better-than-ever ver­sion releases of prod­ucts they’re receiv­ing this Christ­mas. What can this new gad­get do? How is it an upgrade from the pre­vi­ous one I’m using? Or maybe it’s such a ground up cre­ation, totally unfa­mil­iar prod­uct that you might expect to get queries such as, “where’s the power button?”

Along these lines, agents should also be armed to han­dle what­ever weak­nesses there are in the model and what the workaround is so you can antic­i­pate the types of trou­bleshoot­ing requests they’ll be receiving.

Cross-Sell

“There’s an app for that!”

“There is this acces­sory that can…”

Tis’ the sea­son to ben gen­er­ous. Christ­mas just gets every­one in a spend­ing mood. Cus­tomer inquiries are oppor­tu­ni­ties to cross sell apps and acces­sories to enhance the use of these gad­gets. Make sure your agents are ready to jump in at the opportunity.

This sea­son is about giv­ing. For us in the ser­vice indus­try, it’s about giv­ing to our cus­tomers to make the sea­son enjoy­able and stress-free in those aspects where we can make a difference.

Happy hol­i­days!