When Customers Meet their New Gizmos


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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.


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!

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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