Perhaps more than any other aspect of your business, the quality of your customer service hinges entirely on the training, disposition and dedication of your personnel. Your service representatives are the front line of contact with your customer base. Each phone call or email serves as an opportunity for you to remind the customer why he or she purchased your product in the first place.
This is why it is critical for your service representatives to exhibit the same positive qualities that you wish to see reflected in your company as a whole.
Avoid long hold times and other lagging contact center experiences. Don’t make your customers wait. These are individuals who have already purchased your product. They should feel valued, respected and appreciated!
Waiting on hold for long stretches of time does not cultivate this sense of customer appreciation and care. The same is true of being subjected to frequent department transfers or being forced to navigate a circular and convoluted automated system before finally accessing a human being.
These experiences alienate people who were previously comfortable with doing business with you.
By contrast, a customer service experience that is fast, efficient and personalized gives your customers the sense that you are grateful for their patronage. This sense translates into repeat business.
When a customer reaches out to your service department, he or she is often doing so because of frustration and/or unfulfilled expectations. And nothing magnifies this frustration like the feeling that the customer service representative on the other end doesn’t care about his or her problems.
You should expect that your customer service department be prepared to take on each customer’s inquiries or grievances with equal attentiveness and empathy. Even if a problem cannot be immediately solved, the effort and interest shown by your customer service representative goes a long way in retaining the customer’s loyalty.
Contact center training often involves the memorization of scripted responses. This scripting is used to familiarize your representatives with the tone and objectives that you hope to achieve with every customer call.
However, it is vital that your representatives are also trained to deviate from the script in order to address real-world problems and express personalized responses. Customer needs come in countless shapes and sizes. Your service representatives should possess the flexibility and know-how to address each customer’s needs on a unique and individual basis.
Your service representatives should set high expectations for your customers and, thereafter, should work to meet or exceed these expectations with each subsequent interaction. Obtain this level of call quality control by offering your customer service representatives comprehensive training and regular performance incentives.
Not all customer inquiries or grievances can be easily resolved. Depending on the nature of your product or service, considerable troubleshooting may be required. This has the potential to be time-consuming for both the customer and service representative. It is incumbent upon your service representative to remain even-keeled and patient, even when the customer expresses anger or frustration.
The primary goal of any customer service encounter should be to address the customer’s needs, regardless of the complexity or tediousness required to do so. Your service representative should be determined to work with the customer until this goal is achieved.
If you would like to inquire about outsourcing your customer service demands to a dedicated fulfillment partner, contact a solutions expert today.