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Decoding Customer Service: Valuable lessons I have learnt first hand - Livesalesman - ContactCenterWorld.com Blog

Decoding Customer Service: Valuable lessons I have learnt first hand

It was the first day. I had got a job in customer service right after graduating. I always loved a good conversation but customer service turned out to be a whole other story. In the first few calls I picked up, I wasn’t expecting the anger and irritation, which was directed towards me. I was confused and afraid; the kind you are when stuck in an uncomfortable situation. I looked towards my colleague, let’s call her Monica who picked up the receiver and handled customers with a panache that would leave me in a trance. Here was someone who I could truly call a professional, talking to customers with an ease I could only dream of acquiring.

She was brilliant in her conversational style- whenever she would put the phone on speaker and talk to a customer, I would listen in with every piece of me paying attention to the conversation. I sensed the customers pleased talking to someone who was more into the conversation than most people. I would look at Monica’s face and see the expressions changing like she was talking to the customer in-person.

I tried to copy her style and take on the same approach. Sadly, I failed; time and time again I would start in the same style as her but the customer would still be venting out his frustration. This made me a bit hopeless, but then the sun shined on me again. The valuable lessons I learned along the way are what I am here to share today.

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Be Yourself

Many experts say that the customer support representative shouldn’t always read from a script. That holds true for reading from any script, be it yours or your colleagues. Customers want to talk to real people, not to a person reading lines from a script monotonously. Even if you are taking points from a script, do that in your own style.

In the book The Fountainhead, there is an interesting line, which goes, “never ask people, not about your work”. I had to be myself and do work in my own style, rather than trying to become Monica.

But, that philosophy is a hard path to follow; being you in a time when companies focus on a unified message, a particular tone, and a certain way of addressing the customers is as hard as it can get. If you work in the industry of customer service outsourcing, there are more factors, which complicate the situation.

This made me realize another important aspect of the job- the skill of adapting to situations. For this to work in any way, you need to first introspect and self-analyze your personality. I started trying out new methods and observing people around me. I was able to pick up bits and pieces from my seniors and integrated those into my approach.

Personalization Is The Right Choice

While we live in a capitalist culture of delivering the same level of quality or product to customers with a standard service; people want more than that, they want brands to know them for what they are.

If you have delved deep into your personality, try to figure out your customer’s persona. Customers get into a personal conversation with customer service representatives all the time, giving representatives bits and pieces about themselves and their personal life. It isn’t like that always though; sometimes the onus is on you to pick up hints from their tone or observe their behavior in certain situations.

The devil is in the detail, that’s why a good support representative must keep his/her head straight while getting onto it; that is why it taught so seriously in call center outsourcing companies. Use that sharp mind of yours, try to rise above the professional way, and become the customer’s friend. That will help you gain trust and start off a beautiful relationship between the company and the customer. Give them exactly what they need- an active listener and a friendly problem-solver.

Once, a lady told me that I sounded more intelligent than the customers and it makes me look like an arrogant snob. I despised her statement, but she was correct. In effect, she told me that if I wanted to make them feel comfortable, I would have to talk to them as equals; that is the one way to make them feel welcome.

Have you ever had that experience, where you call up customer care when you are unable to resolve a complicated issue? That customer care executive just babbles out technical jargon, which you are unable to understand. Maybe they are technically correct, but too complex an issue requires that simple a method to resolve it. That is a hard task, and you need to speak the customer’s language if you are targeting successful resolution and clear communication.

We have all been through this — you go to a bank, you ask for something and there they come those seemingly infinite minutes of waiting; the eternal sound of the keys being typed away on the keyboard; the mysterious looks the cashier gives the computer screen from time to time. By the time it ends, in my mind, I’m going to be told I either have no money on my account or that I owe the bank a lot of money.

Pass On The Knowledge

We have all suffered a case of terrible customer service once in our lives- you call up your bank customer support to understand why you have been imposed with those hefty interest charges you see on your statement. Instead of offering any explanation, the customer support agent asks to put you on hold. Those minutes of waiting, listening to the monotonous hold music seem infinite when you are guessing whether the agent would come back to tell you that there indeed was a mistake and it would be taken off or would come to justify those charges quoting hidden terms and conditions one never reads.

Procedures and processes are essential to customer support; they are cogs in the machine, which facilitates a customer’s satisfaction. Which piece of knowledge should be stored? Where will it be sent? Queries, issues, escalations; all this is a vital part of a service representative’s life. When you have gone through the process a lot of times, it sort of becomes ingrained in your system and you don’t give a second thought to it before taking any action.  While you are going through it all, the customer feels left out of the loop because they don’t have any idea how the issue is getting resolved.

In all the experience I have mustered in customer service- one aspect is as much ignored as it is important, keeping your customers in the loop. Resolving an issue may require involving different departments and executives to come up with a solution. Your customer doesn’t know that and will appreciate any piece of information you can pass on rather than going the ‘we are looking into it’ way. Tell them how the process works so they know what to expect from you and when to expect it. If they keep on asking questions, clarify each point. Remember, adaptation is necessary for survival.

There might be more to it than you can think; answering the questions of customers regarding your process will help you look at the process from an outsider’s view and help come up with alternative solutions to improve the process altogether.

Here For You, Always

Businesses tend to avoid using the term ‘problem’ when customers approach them with one. They would rather describe it as a ‘situation’ a ‘hiccup’, a ‘complication’, or an ‘issue’. No matter what your choice of words is, there is no way to negate the fact that customers email, call, or chat with you because they are facing a problem and they are looking for a solution and are looking for an assurance that they will get one.

This is the reason transparency in the process is of paramount importance.  Talking to customers like they are people you meet every day, crafting your approach along the same lines, and explaining the whole process to them will make them feel special and trust you at the same time.

This is my whole experience explained in a nutshell. My mantra is to search your soul, know who you are, and then build from there. Secondly, know who your customers are, how they think, and customize your approach based on that. Lastly, keep them in the loop by explaining every bit of the process. Share the information you have, that is the first step of giving people to the people.

Source: https://livesalesman.com/decoding-customer-service-valuable-lessons-i-have-learnt-first-hand/

Publish Date: April 24, 2020 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Advesus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020 5:00 AM
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020 5:00 AM
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020 5:00 AM
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020 5:00 AM
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020 5:00 AM
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020 5:00 AM
How to foster creativity in your customer serviceMarch 16, 2020 5:00 AM
The mountain of support QA and ways to scale its peakMarch 12, 2020 5:00 AM
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