A shift is underway in the contact center industry as customers derive both power and…
5 Things Customers Can Expect from a Good Customer Experience Consultant
- Christa Heibel
- 9 June 2021
Having a good customer experience consultant for your company goes a long way in contributing to your business’ success. These are trained professionals with the requisite skills to guide your staff in handling all forms of customer service issues and offer employee training programs. In more general terms, the customer experience consultant helps your team to develop appropriate guidelines that set the tone in presenting your company in a positive light. Now more than ever, a veteran customer experience consultant is needed, especially as the business world adapts to new ways of doing business. What should you look out for in a good customer experience consultant?
- Proactive with an ability to troubleshoot
First, you’re right to expect your customer service team to be proactive and capable of troubleshooting problems and complaints your company could face. However, not all employees are hired with the ability to manage difficult situations, diffuse them and offer solutions. Companies who invest in this type of employee training program often outperform their competitors.
Being proactive in this regard is a mark of professionalism. Moreover, it offers your business an opportunity to outpace competitors within your industry. A customer experience consultant brings to your space a dynamic mentality that compels you to move your business above and beyond the point of purchase. The focus here is to create an excellent customer experience and improve loyalty.
- Customer journey mapping
A good customer experience consultant can help your team map out your customer journey and see things from a customer perspective. This can offer unique perspectives you can only gain from this type of activity. This is done by mapping every step of the customer journey; whether from social media, internet searches, store visits or communication with your sales team. By doing this, you’ll see where your weak points are and which employees excel in the different areas of the customer journey. A consultant, like CH Consulting Group, can help you to strategize and implement the needed changes to improve your customer journey and overall experience.
- Hiring and recruiting the right talent pool
Every business relies on the right candidate to fit designated job roles. Besides the required qualifications and credentials that are first in line for the selection process, there’s more to look out for. For instance, for a call center role or position, candidates are usually expected to exhibit high emotional intelligence and display excellent human relations traits. Indeed, this is a position best left for a customer experience consultant to interview and review for final selection.
By getting the right fit for your contact center, you need individuals whose representation (whether by phone or in-person) lends credence and positivity to your company. With a customer experience consultant’s help, you’re bound to find that perfect fit who encompasses the company’s values and culture.
- Offers regular staff training
Without relevant staff training, most companies will likely face high turnovers, low revenue generation, poor productivity, etc. The list of adverse outcomes is endless when staff training is ignored. For this reason, you should expect the customer experience consultant to develop bespoke training materials relevant to your type of business.
A good customer experience consultant can identify unseen opportunities worth exploring for your company’s benefit through this training. As they work together with the company’s C-suite, you can be assured of rich training content that will reap benefits in both the short and long term.
- IT Review and Professional Coaching
We offer our clients access to a unique approach to technology and the overall optimization of your business systems. Our unique and effective omni-channel approach has helped thousands of companies around the world create and implement omni-channel strategies designed to streamline each and every process within your organization. This can help to find weaknesses or redundancies, allowing for a more efficient workplace.
Technology isn’t going anywhere, and you need to invest in the future and success of your business. We have a successful and professional team of veteran IT gurus who will go over your entire IT department, staff, and technology, to improve and help you stand out from the crowd. With more and more business being done virtually, you can’t afford to lowball your budget when it comes to your IT health and wellness. We can help!
CH Consulting Group Will Improve Your Customer Experience
Whether you’re looking to improve your customer journey and learn to map that out successfully, need to improve efficiency and cut waste or want to keep up to date with the latest in business IT, CH Consulting can help. We offer Customer Experience Consulting that can help you improve efficiency, evaluate employee effectiveness, and leave you with the latest in IT technology. Want to know more about what kind of consultancy we provide? Click here.