Recently, a LinkedIn group that is related to contact centers carried out an interesting test that asked, “In one word, what is the most excellent Customer Service?”
What would you say to this question? The phrases that were chosen were interesting, as they required contact center personnel to convey the most important element of their service in one word.
It is also a great method to demonstrate what excellent customer service really is. Whatever customer-centric your company is, it’s impossible to accomplish everything. In an age of digitalization, where customers are demanding more and more each day Contact center managers have to focus on what is essential to their customers to provide the best customer experience they can.
Here are the five most positive customer service phrases that were selected most often by those who have responded. Are you in agreement with them?
1. Empathy/Understanding
The word empathy was used by the highest proportion of respondents. In this sense, the two words are referring to the same thing: the feeling of support between the agent and the customer that transcends the words of the script or the service that is provided. It implies that your employees can place themselves in the customer’s shoes and are able to comprehend the needs of your customers. Empathy can help in identifying things that go unnoticed and able to handle conflict easily and conflict, which are both excellent assets in managing customer issues. Does empathy get enough attention in your company?
2. Satisfaction
Satisfaction is the second most frequent choice for describing great customer service. It’s the most important goal, and it’s no surprise that a lot of people would pick satisfaction. Different contact centers will attempt to ensure the same level of customer satisfaction in various ways, but it must be the primary focus for every modification in the way of working, staffing, and technology.
3. Pay Attention
Contact centers commit a huge amount of energy and time to writing scripts, but what happens when an agent doesn’t talk? That’s more crucial. Customers don’t want to be informed about the policy of the company; they prefer someone who can hear their concerns and respond to them. Therefore, you can train agents to develop their listening abilities by asking questions, refraining from interrupting customers, and then reiterating the essential details.
4. Patience
It’s an interesting decision. The average handle time is an important metric for call centers; however, customers don’t really pay attention to this. Sometimes, a few additional time is needed to resolve an issue with a customer and ensure that they are satisfied with the results. It’s well worth the extra time. Make sure you don’t rush calls in order to meet the goals of your contact center metrics. The customer’s satisfaction is the most important thing and should always be at the top of your list.
5. Caring
Caring is closely linked to the first-place result. However, it goes a step further. It’s not simply that the representative apologizes to the customer for having a problem and feels the pain the issue caused. It’s about ensuring that the customer is pleased with the resolution and asking if there’s something else the company could do to help at this point. This is expressing gratitude to the company, not only because the line is written in the script.
If your agents possess these five attributes, the contact center is set for success. If you believe there are areas for improvement, you could train agents to engage in active listening exercises to help them develop emotional connections.
Beyond that, the right tools could also aid. Find out the ways that Verint Monet WFM can aid you in creating an excellent customer experience by watching one of our demos for workforce management software.