At Spangenberg Group, we provide customer service for several companies from small to large. Among other things, we handle so-called inbound calls for these customers, but what is an inbound call? Terms are often standard and commonly used within a particular industry. We would like to explain what we mean by an inbound call in the customer service industry.
An inbound call is a contact moment that takes place at the initiative of the (potential) customer. It is based on the need for contact about a certain subject. Traditionally, a call stands for a telephone call, but in our field it can now stand for all kinds of different channels. The word call no longer only stands for the telephone channel. Inbound stands for inbound from the point of view of the organisation.
An Inbound call is a contact moment when a customer calls customer service. The customer calls because they have questions about a product. They want to know more information about a product; A customer has received an invoice and has questions about the amount of the invoice; Or a customer calls about wrong delivery or a wrong order; It is even possible that a customer has a complaint. There are several reasons why someone contacts a customer service centre.
Our customer service staff do not know in advance what kind of phone call to expect. They are trained to anticipate every call; they do so by listening carefully, empathising with the customer's situation and feelings. So empathy is important to help a customer in the best possible way. We respond to the customer's emotion. We mirror an enthusiastic customer and help an angry customer by first listening and showing understanding before solving the problem.
In addition, our Spangenberg Group employees know our customers' corporate culture, procedures and systems. They are trained to be our own customers' calling card. If you would like more information on whether Spangenberggroep can also provide customer service for you please contact us!
We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch.
With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.
Also with other questions about customer contact and customer service you can always contact with us!
Get in touch, we'd love to check it out with you!