By: Marci Peters
Director of Customer Service, Achievers
We have all experienced the good, the bad and the ugly of customer service. Often, customer service tends to fall into the bad and ugly categories. We have all gritted our teeth before calling a company for service or walking into a store to return an item, fearful of a confrontation because of a rigid policy, or simply because of the bad attitude (usually attributable to ineffective training!) of the person serving us. But whatever the cause, poor customer service can have a lasting effect on both the business offering it and the person on the receiving end.
In my 20+ years as a customer service professional, I have learned a lot about how to accentuate the good and minimize the bad and ugly. Whether I am checking out at the grocery store or out to dinner with friends, I find myself observing the level of service being provided. The one constant I find missing, is a lack of personalized service being provided. Many service representatives don’t make eye contact, let alone smile or engage in small talk. Instead, they focus more on the task at hand rather than the customer – the person – in front of them. This is because many service representatives and call center employees are trained for efficiency and are expected to check several boxes, such as validating callers first, rather than acknowledging the customer and their concern. This impersonal approach does little to demonstrate to the customer that they are a priority and that their issue is of importance to the customer service team.
With all that in mind, here are a few helpful hints to help ensure your customers are receiving The Good: Unparalleled, personalized customer service:
- Develop a personalized customer service philosophy and ensure your employee training clearly conveys this philosophy. What kind of experience do you envision for your customers every time they interact with your company?
- Make your main measure of success Customer Satisfaction instead of Average Handle Time. If your customers are happy, they will tell you. And if they are not, they will tell their friends and family, or even worse Yelp or Glassdoor.
- This one never gets old: hire people who are passionate about helping people. Many skills can be learned, but helpfulness tends to be part of the fundamental nature of a person.
- Treat your employees well; they are your most valuable resource. If your employees are happy (measure their happiness frequently), your customers will be happy as well.
- Empower and support your employees to deliver brilliant customer experiences. Employees who feel supported, recognized and empowered will be engaged. Employees should also be trusted to override certain policies to make customers happy (be it a slight alteration to a return policy, or applying goodwill credits or perhaps extending a recently expired promotion to a loyal customer).
- Have FUN at work!
- Utilize Interactive Voice Response (IVR) – Don’t do it! Live answer is the way to go. IVR’s are frustrating for your customers and are a barrier to providing personal, effective customer service. I was recently shopping for new call center software and one vendor kept pushing their self-service IVR functionality. They couldn’t understand why we weren’t interested. By avoiding the use of IVRs, it is far more likely that your customers will be satisfied by the personalized, specific assistance they received.
- Outsource – Unless you have full control over hiring, training and firing, then I strongly recommend against outsourcing. Sure, it might save you money, however it could cost you customers. Outsourced employees are usually underpaid and lack loyalty, resulting in a lack of commitment to your customers and your brand. When I managed the quality program for a large Canadian telecommunications company, my team would often recommend the removal of outsourced employees from our campaign and what would the outsourcer do? Turn around and put that employee on another company’s campaign.
Here at Achievers, our in-house Member Experience Team delivers a superior and personalized customer experience to more than 1 million eligible users in over 150 countries. We are committed to the highest level of quality and excellence, derived from our in-house staff and we recognize our Member Experience employees for providing the kind of personalized interactions that make for good experiences. Customer Satisfaction is our most important metric because we know if our members are delighted then it will drive the overall success of the program. Our mantra is simple:
Our Vision: To deliver a World-Class Customer Experience
Our Mission: To create Raving Fans by delighting members with our commitment to Service Excellence.
Dare to be different, and do what is right for your customer!
Check out another blog by Marci Peters on 5 Keys: How to Become an Inspirational Leader.
About Marci Peters
Marci Peters began her 20+ year Customer Experience & Contact Centre profession in the telecom space, but she has spent the last four years with Achievers – Changing the Way the World Works. She believes strongly that customer needs shape the business and employees are your most valuable investment. She has a proven track record in tactical execution of strategic customer initiatives to transform service delivery and drive positive results. View Marci Peters’ LinkedIn profile here.