" REMEMBER , CUSTOMER COMPLAINTS ARE A GIFT . THEY ENABLE YOU TO CORRECT ISSUES QUICKLY ."
Here are a few examples .
• Quality management is the infrastructure or foundation on how to assess the efficiency and effectiveness of agent performance . Develop a standards chart with numeric points that will assist quality assurance staff on how to score critical components : quality of work , consistency of work , job knowledge , accuracy , work adaptability , reliability , work effort , and initiative . Also , on attitude toward customer , skill ingenuity , and aptitude .
• Speech analytics and recorded interactions will help you find out how your customers feel about your products and services . You should be able to easily find ways to lessen the number of steps a customer needs to complete an interaction to get the information they need .
• Train and coach using various methods : PowerPoints , classroom , labs , reference libraries , detailed curriculum , role play , manuals / workbooks , monitoring / recording , performance evaluations , KPIs , cross-training , and follow-up training .
• Customer effort should be minimal . This , in my opinion , will increase customer loyalty and revenue . Your agents can help you with this as they are the ones that hear the customer frustrations . Remember , customer complaints are a gift . They enable you to correct issues quickly . Use task forces for this one and have the facilitator be a senior agent .
" REMEMBER , CUSTOMER COMPLAINTS ARE A GIFT . THEY ENABLE YOU TO CORRECT ISSUES QUICKLY ."
ARE YOU SEEING ANY CHANGES IN CUSTOMER ENGAGEMENT , INCLUDING ATTITUDES AND EX- PECTATIONS ?
A : There are no changes in customer expectations . A customer has four basic needs :
-- LAURA SIKORSKI
1 . To be understood : are they communicating effectively ?
To serve customers , technology and live agents must answer questions , solve problems , untangle organizational logjams , fix what ’ s broken , understand their expectations and what ’ s needed , soothe the irate , and reassure the timid . And remember HOW YOU ARE PERCEIVED IS HOW YOU ARE RECEIVED !
My advice to companies is to “ think like a customer .” Remind your agents they are customers too and have the same expectations and frustrations when they contact a company . Attitude comes into play here . Empathy is critical for agents and customers .
ARE YOU SEEING THE CUSTOMER ENGAGEMENTS HAVING LESS OR MORE FRICTION ? PLEASE DISCUSS .
A : In my opinion , customer engagements have more friction because of technology .
Today , customers are technology savvy and companies have empowered them to get what they want , when they want , and on the channel of their choice . I am an advocate of this ; however , I feel companies have lost control .
Many have become more reactionary to customer needs by wanting to anticipate their every move rather than keeping the customer journey simple to purchase and / or communicate when they have an issue .
Yes , you may feel automation such as bot AI and Generative AI may be faster and require less staff ; however , I feel we have totally forgotten about human interaction . We are a “ touchy / feely ” species !
IN UNDERSTANDING THE CUSTOMERS , WHAT LISTENING / INFORMATION CHANNELS ARE BECOMING MORE EFFECTIVE ? LESS EFFECTIVE ?
A : Communications , collaboration , and active listening are important factors for your customer ' s Total Experience . This applies to all channels : voice , self-service , FAX , text , web , chat , and social media .
Information should be presented in a manner that corresponds with the way your customer wants to receive it . Listen for ideas , not just facts , control emotional reactions , overcome personal prejudgments and distractions , keep an open mind , listen more than you talk , hear the other person out , and don ’ t interrupt .
I think chat is the least effective channel , especially with AI taking it over . When you were chatting with a live agent your sessions were quick and constructive . If you got a canned response you knew it was the correct answer or link .
2 . To feel welcome : are they wanted ?
3 . To feel important and respected : ego and self-esteem are powerful human needs .
4 . To be comfortable : confident you will meet their needs . NOVEMBER 2023 7