If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?

The best tip I can give is to ensure the conversation isn't mechanical. While it is important to follow a script, it is more important to put yourself in your customer's shoes. As you are servicing the customer pretend it is you calling, i.e. switch roles, and deal with them the way that you would like to be dealt with. Listen carefully, acknowledge, show empathy, and be genuine. If the customer feels you are on his side things will go a whole lot better.

Ownership of service

staff with good comunication skills, involved

Staff want to do a good job, but 95% of what goes on in a call center is controlled by the processes. Look at improving the processes to help the staff shine.

Trust your staff more, and give them the training they need to be more successful. You invariably get significant performance improvements when you give contact centre agents more control over different aspects of their jobs.

Put yourself in the mind of your customers. Most of us have had a poor customer service experience at some point in our lives, and we often find ourselves saying, “if they would only take time to think about how this makes me feel.”

It is to take communications with agents. I think that the situation of AG can be understood by communications of every day, and it prevents the decrease in motivation.

Do not get complacent with self defined measures. Customer perceived quality does not depend so much, i.e., on always hearing the same farewell formulas, on AHT, etc.

So many times in oru staff we have persons with university degrees, persons that are looking for another work and this is a midway work. Our staff when they was childrend didn't think to be a customer service representative... So the most important thing is to show that when you offer a good customer service you could be happy and you have near 40-50 oportunities in one day. You have to learn that you can enjoy with your job giving a great service, because this is great by itself. Is true or not that in your personal experience when you do somethig for someone you have a rewarding experience?

To deal with any enquiry at the first point of contact and when it can't be resolved straight away be pro-active in responding. Never leave a customer feeling like their problem has not been taken seriously or solved.

If you act fast, customers are more likely to want to return to you. Even if you don't get the problem resolved first time the fact that you have contacted the customer to provide them with an update will leave them with a positive experience.

Give the staff power to resolve issues or a means to enable them to direct customer to a place they can resolve issue

Treat the caller, or customer, as you would treat a family member.

Get the cultural fit right.

Focus on quality not quantity