Wednesday, May 31, 2017

Customer Service Agents Need to Get A LIFE!

By: Sean Hawkins

The Customer Service Agent should provide exceptional service on a consistent basis. How is that done? In 5 simple steps.

Ask questions for clarity. Utilize probing questions as part of your troubleshooting process to get to the root of the problem.

Listen to what your customer is saying. Do so without interruption. Listen intently in order to understand rather than to reply. The goal is comprehend and restate the issue to the customer so they understand you have a grasp of the problem.

Show interest in your customer. Ask for feedback on recent a purchase, or acknowledge their birthday or anniversary with your organization. This information is easily accessible in their account and provides a personal touch to the interaction. 

Follow Up
As needed, provide feedback. This lets the customer know their issue is not forgotten and the resolution is important to the company. In addition, it takes the burden of owning the resolution away from the customer, and reduces the need for them to follow up.

Place yourself in the customer's shoes. Empathy is to identify and share the experience of others. An empathetic outlook leads to an authentic, personal interaction. From start to finish, empathy will show customers that you truly care about their success.

Currently the Director, Contact Center and Customer Service at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Connect with me on
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