Customer preferences constantly change. As technology advances and markets adjust, customer contact centers have to be ready with new solutions. This might mean front line employees need additional instruction or entire operations have to adopt different practices. Here are four strategies to deliver optimal customer service coaching in any situation:
1. Create the right relationship
Every company representative who works a call center position, from front line to management, should have the same goal: providing customers with top-notch service. Coaches should use common metrics of success to create an open and equal relationship. Supervisors can provide big picture information and years of experience, while front-line employees know what it’s like to work the post on a daily basis. All participants in a coaching interaction should contribute to improved performance.
H.R. Morning said a great way to prevent a one-sided relationship is to avoid using “you” phrases. Instead of saying “you need to do this” or “you have to try,” deliver advice and feedback that focuses on improving tasks or events, not correcting personalities.
“You want to make motives for instructions and advice clear.”
2. Communicate your motivations
Employees expect training when they first sign on with a customer care center. When you need to deliver additional coaching, let employees know what inspired a reevaluation of their performance. You should talk very clearly in terms of what the worker should gain from a training check-up.
In every coaching situation, you want to make motives for instructions and advice clear. You should have data that demonstrates the historical success of a tactic or practice. Entrepreneur said getting agreement from an employee is critical to coaching success. The employee should recognize where help is needed and agree to the course correction.
3. Start with small measurable goals
You want to see results from your coaching efforts, but improving the overall customer experience is a little too broad of a goal for supervisors to measure. Customer care coaching sessions should look at specific benchmarks for success, like reducing transfer rates or the duration of calls. Demand Media suggested partnering with the employee to establish mutual goals. Workers should suggest what behaviors they would like to improve and what skills would help them perform their daily activities.
Coaches should measure goals using hard data. Employees can take down the details of each interaction into a central customer care management software program. You could also record calls and go through the engagement with the care agent. The more you can eliminate interpretation bias with real evidence, the better.
4. Call in a pro
If your company doesn’t have the resources to measure customer satisfaction and reevaluate call center operations, you may want to contact a third party for a fresh set of eyes backed by specialized experience. A professional contact center consultant has proven metrics for customer success it can implement into your daily routines. You could also seek expert advice on how to deliver coaching techniques and initial training procedures.
Third-party customer contact center management solutions could also provide resources, technology and part-time employees to aid back-office support services so supervisors can focus on coaching responsibilities.