I was in one of our contact centers the other day and had the opportunity to sit next to one of my awesome colleagues, Nicole. I listened in as she worked with a couple customers on the phone. As it would so happen, the very first customer she spoke with represented a business that’s about five miles from my house. Given that we’re an outsourcer and most of our clients are nationwide — many international — this was a huge coincidence.
This particular business had a piece of hardware that failed and the ultimate resolution was to ship them a replacement. The customer was concerned about having to wait through the weekend for the equipment — especially since it’s a busy time time for them. Nicole did a great job of coming up with a workaround to hold them over until the replacement arrived.
After the call ended, Nicole and I talked about the fact that I live very close to this business. She noted that we actually had one of these devices in-house. After some collaboration with our leadership and getting permission from our client, we decided to deliver the new hardware to the customer that day. I made the delivery a few hours later and the customer was absolutely delighted to have a better solution than the original workaround.
This story will likely derail a few readers who will undoubtedly say, “Sure you did a great job delighting ONE local customer. But our business is international and there’s no way to scale this sort of experience for ALL of our customers.”
These readers are correct in noting that this was only for one customer. For a nationwide or even international company, it’s very difficult, if not impossible, to scale this particular solution. But that’s not the point. If you’re not careful, you’ll miss the sense of wonder and creativity that occurred in this story. Note how two people, Nicole and me, collaborated and found an opportunity to give a customer a better solution and experience. This is what I want to focus on in this article.
For anyone who’s spent significant time talking with customers about the same, recurring issues all day long, it’s so easy to lose our sense of wonder. We lose our drive and motivation to find creative solutions and instead lean on policy and procedure. We lose that sense of purpose and curiosity one might find if they shadowed a brand new customer service representative who aims to leave no issue unresolved and no customer undelighted. Here are four things to help customer service professionals and leaders preserve that sense of wonder.
I can remember as a customer service manager those times when I’d step away from other “managerial duties” and jump on the phones. After not speaking with customers for a while, I’d encounter customer issues and say something like, “Holy cow. How long has this issue been going on? We have to fix this right away!” It’s funny what happens when you encounter an issue for the first time versus the thousandth time. This is a note to leaders to always have a practice of reviewing customer interactions and speaking with your agents so you’re never too far from the front lines.
The next time you encounter an issue where you’re either compelled to say “no,” give the customer a workaround, or make them wait an inconvenient length of time for a resolution, ask yourself the following questions:
That’s it. Put a reminder somewhere and get these questions running through your head every time you interact with a customer. This will ensure that you never lose the sense of wonder required to consistently deliver great customer service.
Publish Date: August 1, 2017 5:00 AM
|2.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100
|7.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|8.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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