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Every company relies on customers to survive. And the messages that those customers receive need to be reflective of your brand.
It begins with the advertising and marketing you do with your prospects and it continues with all of the interactions your co-workers have with your customers.
RedClick creates, places and manages your marketing and then can handle, book and secure the customer in our call center. Then we use several follow-up processes to keep the customer coming back.
To gain customers, we will identify likely prospects that match your brand. Our ongoing programs ensure continued calls from new customers.
Our Follow Up Program Includes: |
Unique Loyalty Programs |
Social Media |
Direct Mail Follow-Ups |
Phone Call Follow-Ups |
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How Do I Get Started? |
Choose the Category |
Choose the Services |
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Categories |
Marketing to Prospects |
Call Center |
Marketing to Existing Customers* |
* recommended starting place |
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Services |
Targeted Ongoing Direct Mail |
Social Media & PR |
Inbound Scheduling |
Outbound Touch Points |
Loyalty - Customer for Life |
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What do RedClick superstars do for fun?
We’re not just experts on the phone. We are knitters, crafters, runners, coffee addicts, chefs, activists, and bibliophiles. On any given day you can find Molly knitting a stuffed elephant for her Etsy shop or perusing blogs for design inspiration. Mackenzie may be found researching a new recipe, drawing, or ensconced at the library with a cup of joe. Erin is also an avid knitter and is currently reading through Lemony Snickett’s A Series of Unfortunate Events. Katie may be found at the gym or running through Lancaster city. She also devours documentaries and is a passionate advocate of community involvement and the organic food movement Jennifer spends her free hours with her young daughter, playing pool with a local league, and whipping up delicious culinary morsels. Nicole is in the process of augmenting her car, turning it into a hotrod. Logan, in between homework assignments for Elizabethtown College, loves to spend time reading, running, and dancing. Jill, as captain of the RedClick ship, can most often be found meeting her reading goals of 48 books a year or with her three children.She also devotes her time to furthering community causes, such as volunteering with Kiwanis, and will spoke at a Relay for Life event in June.
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You rely on us to not only answer your phones pleasantly and professionally, you rely on us to keep our cool and work successfully with disgruntled customers. Our response to a frustrated client sets the stage for whether your efforts gain a fan or lose a customer. How do we keep our cool with an angry phone call and set the stage for your follow up? We follow these 5 steps.
- Be an active listener. Repeating and rephrasing what the customer has told us assures them that their problem is understood.
- Be sympathetic. We do not shy away from apologizing if their call has not been returned, or if the work was not done to their satisfaction.
- Be specific. We let the customer know exactly what steps we will be taking to follow up on their complaint and make sure it reaches the right ears. The more comprehensive those steps are (i.e. a phone call and an e-mail will be sent to the owner of the company), the better the customer feels. If the customer says those steps have been taken before, we take a moment to consider alternative actions or alternative contact people who might be able to resolve the problem.
- Impart the customer’s urgency to others. We make a strong effort to communicate to those “right ears” the urgency the customer feels and the time frame they are working in. The more detailed we can be about the problem the customer has, the steps that have been taken to follow up already, and the time frame, the better we can equip you to respond.
- Maintain perspective. We acknowledge that although we may be on the receiving end of anger, it may not be due to our actions or aimed personally at us as customer service representatives. This helps us maintain perspective and untangle the threads of the customer’s complaint. We also have a healthy sense of humor about certain complaints and recurring callers. We have received calls from psychiatric wards, serial and unyielding job applicants who continually insist they ought to be hired, and customers using such over-the-top language as “I will destroy you.”
Keeping our cool with frustrated customers is all in a day’s work at RedClick Marketing. And it certainly leads to plenty of funny stories to share with one another!
Find out more about the things we offer in our Remote Call Center Program and Marketing Plans & Services page. |
