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Last Updated on March 2, 2015 by Work In My Pajamas
Technology can be a funny thing. Even as the science grows more complex, technological advances narrow the spaces between us, making the kind of access considered unthinkable twenty years ago commonplace today. Cutting edge developments, however, only bring us to the door. It is still customer service and the people who deliver it that help us fully engage with both the technology and each other. A customer service agent is not just a gatekeeper. An agent is an ambassador to your business. Successful interaction between customer and agent results in greater customer satisfaction, reduced escalations, increased call resolution rates and reduced agent turnover. The following are three things to keep in mind when thinking about what makes for an exceptional customer service experience, and improved metrics for your business.
Customers Want to Be Heard
Arguably one of the most effective skills in an agent’s kit bag is the ability to listen, and listen actively. It is helpful to take notes as a caller is explaining the situation, and repeat back what feels like pertinent information. An agent can learn more about the issue by asking clarifying questions. Useful phrases for an agent include:
- What I hear you saying is…
- Tell me more about…
Narrowing the gap between a problem and its solution often requires a combination of effective sleuthing and an efficient use of research materials on the part of the agent.
The Golden Rule Rules
How something is addressed may be as important as the issue itself. A proper tone is critical. A polite, interested manner and tone of voice helps to build good customer relations. One way to help agents keep a good tone in difficult situations is to role play various scenarios, both positive and negative, and to provide appropriate coaching. An exercise may consist of:
- The greeting
- An expression of appreciation
- Asking, “How may I help?”
- Avoiding challenging an irate customer
Ultimately, to treat customers as one would like to be treated is a rewarding strategy for everyone.
Offer Meaningful Assistance
An agent may not always be able to directly resolve an issue, but he or she may be able to suggest the next step, or a new path, based on the customer’s information. A follow-up e-mail may include a tip or supplemental information as well as a thank you.
Organizations such as Impact Learning Systems offer these and other useful guidelines for exceptional customer service. The human link between your business and the customer is as strong as his or her research and communication skills. It makes good sense to support your support team with tools it can use to build customer satisfaction and loyalty.
