A high-touch customer service can be regarded as an advanced version of the traditional approach. In this kind of approach, the basic aim is to anticipate what questions or issues callers will have at different instants of time.
Simply put, high-touch customer service is a category of contact center interaction that requires human interaction. Some contact centers train specific agents to deal with high-value customers and complex problems in order to achieve maximum customer satisfaction.
Let’s see how you can create an exceptional high-touch customer service and experience:
Listen and memorize:
Listening attentively to all your customers’ queries is the very first step in creating a high touch customer service and experience. You can convince people that their exchanges are not perfunctory by simply remembering a nickname, a birthday, or specific preferences.
Strive to have a clear understanding of a client’s goals:
In order to provide the best solutions to your customers’ needs, it is necessary to have a better understanding of their goals. As a matter of fact, your customers talk a lot, more when they have a poor interaction with a company than when they have a great one. So, if everyone speaks highly of your company you will get a greater exposure and more leads.
Add a personal touch:
Adding a personal touch like mailing signatures, offering glimpses into who you are with humor, by listing your title and company. By crossing the bounds of business-like interactions, you can actually show your customers who you are as a person.
Commit to an all-time human assistance:
This is the next step in creating a high-touch customer service. Consider giving the client a person to speak with. Be it whatever time of the day, commit to having a human being take the call (or return one promptly) or live chat agents to provide an instant query resolution. This will help the clients feel respected as individuals. Since they are paying for a service, they will appreciate your efforts. In the most favorable cases, they may even provide further business and potentially refer other new business. The only condition for earning these benefits is that the client should feel engaged.
Follow up:
Once you have achieved that you wanted, don’t just consider it an end. Keep in touch with your customers through follow-ups. Small things can have a big impact. So find a few ways to make people feel special like sending personalized messages.
Once you’ve done your best to provide a high touch customer service, you are one step closer to a highly satisfied customer base!