4 Tips for Your Customer Service Team to Be More Effective - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Improve Your Customer Service
Your customers’ needs and expectations have changed a lot in the last few years. Can you adapt to their changing attitudes and demands? It’s time to improve your customer service.
Let’s look at the struggles your customer service team is going through. If they’re facing difficulties or challenges (whatever term you prefer) in delivering an exceptional customer experience, it could be that you and/or your team have failed to gauge customers’ evolving expectations. Consider it an opportunity for change.
If your customers have changed, why not evolve with them? Other than rolling out new and improved products, roll out new approaches. Add a twist to the script. Shake things up. There is always some room for you and your customer service team to learn and be better.
Multitask – To meet the evolving needs of customers, your agents should learn how to handle new responsibilities and take on different roles. This is not only for your company’s benefit, but also for their career growth. Though stressful, it would be a great learning experience for your team to learn to do multiple things in one sitting, if they want to stick around longer in a competitive inbound call center. By overhauling your customer service, you help your company embrace its new role(s) in today’s marketplace.
Drop the script – Your customer service team will read and follow a script to make sure they handle customers’ calls accurately, but at times, it makes them sound like a robot, right? No wonder customers are dropping calls and switching brands. Why not allow your team to drop the script and make their own lines? Don’t you trust them? Let them infuse their own personality in conversations with callers to develop rapport. That way, you make it easy for both team and callers to open up and comfortably discuss the reason for the call.
Let go of negative beliefs – What lowers one’s morale and motivation in an inbound or outbound call center? Negative beliefs. Your customer service team may strain themselves to meet the average handle time (AHT) grade. Work-related stress and calls from angry customers erode their will to believe in their abilities. Train your team to be the kind of people who don’t take hurt personally, but use it as a motivation to strengthen their character. Instill in them positivity.
Lengthen patience – Your team may find it tempting to curse at customers who curse at them during calls, and perhaps you’d feel the same too. What about customers who make nonsensical demands and off-the-wall requests? It would be better to hang up on such customers than answer them back or shout at them – but no. Again, help your team to not take hurt personally. Help them develop patience and strengthen their resolve.
Other than investing in your product and brand reputation, invest in the skills and abilities of your customer service team. Being the mouthpiece of your business, your team needs all the support they need to meet your customers’ evolving expectations.
Publish Date: September 28, 2015 5:00 AM
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