You must admit! At some point you have wondered how organizations manage to cater to their vast number of customers and continuously maintain a good level of customer satisfaction among them. It is quite logically that the bigger an organization gets, the larger the customer base gets and customer issues gradually catch-up with the growth.
There are various ways to approach customer experience management, but, when it comes right down to it, these basic tenets still apply to providing the types of experiences that will satisfy customers. Here’s a look at 5 simple and tested ways to help agents provide better experiences for their customers:
Positive attitude: Customer Service Agents should strive to maintain a positive attitude when dealing with customers. One way for agents to put forth an air of positivity that will ultimately lead to a better experience for the customer is to simply smile – even if only over the phone!
Proper feedback: Even during medieval times, feedback on quality, service, and pricing was constant and immediate. “If somebody felt wrong or cheated, you knew it right away,” says Mark Schaefer in the eConsultancy report.
Product knowledge: The most important aspects of successful customer service evolves around product knowledge. All agents who have direct customer contact should know the company’s product and/or service inside and out.
Consistency: Delivering an exceptional customer experience is about more than just customer service. With customers increasingly using multiple channels (email, social, live chat, SMS, etc.) to communicate with companies, it’s critical for agents to be able to provide a consistent customer experience across channels.
Level head: It’s important for both agents and callers to keep a level head during when interacting over the phone or other channels. There are a variety of reasons for this, the most crucial being that successful resolution of a customer problem involves working together to solve it.
Although, the marketplace may have evolved considerably since 1,000 A.D., one thing has remained unchanged: Delivering a positive customer experience is crucial to key to quality service delivery.
Happy Customer Week!!!