Once your company decides how it would like to provide customer care, you need to figure out how to enforce behaviors. Strategies and plans are useless if employees are not encouraged to keep them in mind during every interaction.
Customer service management should promote these 5 habits in customer care center employees to create top quality engagements:
“Managers should encourage employees to focus on the problem.”
1. Empathize with the issue
Care agents should always be on the customer’s side. It’s tough when a customer calls in irate, especially if his or her concern seems frivolous or communicates misunderstood information. All Business, a small-business resource, advised care agents to never argue with customers.
During hostile interactions, managers should encourage employees to focus on the problem. Care agents have to try and see the issue from the customer’s point of view. Why is it so frustrating? Where is the miscommunication? How can the answers be put in the simplest terms? Everybody has bad days, and employees have to realize it’s the problem the customer is upset with, not the representative.
2. Ask questions
The best way to get into a customer’s head is to let them speak. Customer Experience Insight suggested most customer care center interactions should follow an 80/20 rule. The customer should talk 80 percent of the time, and the employee should encourage them to do so.
If the customer is unable to voice his or her concerns, employees have to ask questions. Management can provide care agents with possible question sheets or other documents on customer management software. Sales consultant Tom Searcy wrote in Inc. magazine that specific questions might be necessary to help consumers find the information they need.
3. Record everything
When customers provide answers, employees must record them. If a person calls or messages customer care center more than once, he or she should not have to repeat any information when he or she makes contact again. Employees can use customer relationship management technology to track each consumer’s journey through the service process.
The data collected from engagements should inform practices. Employees are more likely to keep recording information if they see it put to use. New best practice documents and training techniques created using past successes are great motivators.
4. Look at results.
A company should integrate customer care solutions with other company procedures. If employees can see how good care habits influence sales or other positive performance, they will become invested.
When a manager or employee performs exceptional performance, he or should can serve as a model for future behavior. Forbes contributor Micah Solomon suggested co-workers have a strong effect on each other. Managers have to keep an eye out for employees who demonstrate poor performance so other workers don’t pick up their bad habits.
A company should never hang onto bad ideas. When a manager decides a habit is a best practice, he or she has to be ready to change their mind based on performance. Companies that force employees to perform services that don’t yield positive results encourage workers to lose faith in all business promoted behaviors.
Customer care centers can contact a third-party customer management provider to get an outside perspective. Third-party customer management providers can record procedures, evaluate results and advise on new strategies. Companies should always be looking for new customer care solutions to satisfy their consumers.