How to improve your Customer Service for Free!
Start at the top of the organization! Yes you read this correctly. It starts with the people who never/seldom take a single Customer Service call.
It often amazes me, when I ask the question of the CEO/President of a company, when last did you "speak" to your customer- not your top clients, but the general run of the mill client? When last did you "call" your Customer Service line? When last did you try using your Interactive Voice Response menu? Often I am greeted with a stoned face response and an attitude of "why should I", "I pay people to do that!" It’s not my problem."
Well, actually it is!
Until CEO’s/President becomes part of the company’s Customer Service policy and drives resource (energy/time/money) to it, it is unlikely any meaningful long-term improvement will be made- The customers impression of bad service won’t disappear by itself!
However once you have the CEO/President on board, it is astonishing at how little substantial gains in Customer Service actually costs.
Customer Service improvements can often be achieved by simple adjustments and "interest" in the environment.
A rethink of an IVR or ensuring all the IVR options work, that the voicemail box is not full and that there is actually a path to a real live person can make a substantial difference to how your organization is perceived and your service rated. I regularly smile when I am greeted with "if you know the persons extension you are looking for, please dial it now" and that is my only option, before being rudely hung up on!
Often all it takes is for the CEO/President to answer a few calls in the Customer Service department for them to gain a little perspective of how difficult it can be answering calls all day. In addition it gives the CEO/President an insight as to where their communication may be lacking or product improvements can be made. CEO’s/Presidents are privy to information that may not have been shared and so subtle nuances in how a question is posed may be lost on the agent and in turn a problem never rectified, which in turn continues to drive unnecessary traffic and long hold times, making the experience for the client horrific and perpetuating the problem.
Sometimes it’s the smallest little adjustment that makes the largest impact, it costs nothing but time and interest.
If the Banks, Insurance and Telecommunication company’s the biggest culprits for bad resource planning when it comes to "unusually high call volumes", had their CEO’s/Presidents answer the phones for an hour a week a number of immediate improvements would be made.
Customer service would be revolutionized and clients would feel "heard".
Could you imagine calling your Hydro Company to check your account and speaking directly to the CEO, you can’t buy that sort of "feel good" reaction and the positive ripple effect on your brand? Could you imagine how fast that news would travel?
Killing the Customer Service hold time, is not all about "new technology," "expensive reinvestment" or implementing "new fad idea’s"
It is about you and your customer and the manner in which you manage the overall relationship. How "available" are you to your customer. It’s about delivering the "warm and fuzzy" on every call.
Improved Customer Service does not have to cost a fortune, it can be achieved for "free".
VASoft is a specialist telephony development company. In other words, we develop unique, one of a kind Customer Care solutions, based specifically on your custom requirements. We don't believe that Customer service comes out of a "one size fits all" box. You are unique and so should your service be! If your anything like us, then possibly you could be feeling, a little flustered, over whelmed, insecure and intimidated. It's ok, your not alone. Looking forward to connecting with you
Published: Thursday, March 6, 2014
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.