Trust is the keystone where everything else comes into place when it comes to business. You hired your team because you trust them to do their job. But with trust, comes expectations that need to be met and most often, risks were overlooked. The truth is that trust alone can’t guarantee your safety from cyber liability – from social media blunders, password mismanagement and data loss on unsecured mobile networks. But the greatest burden of them all is how you can trust your employees to solve your customers’ problems. Do you even measure what really matters most to your customers?
Balancing Quality and Quantity
In my participation on this #custserv weekly chat, most often, the brand name Zappos is mentioned, all in the name of customer service. My curiosity got the best of me so I took on my sleuthing hat to examine further. I have discovered that unlike your regular contact centers, Zappos don’t focus much on cost, but the opportunity to market. This is why they don’t follow the usual call metrics where time per call is measured. Instead of getting customers off the phone quickly, they take the customer experience to the next level by creating that ‘intimate’ level in building a relationship that speaks loyalty. Isn’t that how business should be done? Now, I understand why folks hoist their glasses in salutation.
What Should You Expect from Your Customer Service Department?
Whether you have an in-house team or an outsourced contact center handling customer service queries, you have to make sure that:
1. They Have Total Commitment to Quality
Because no two customers are alike, your customer service team should be able to assist in the best way they can and exceed customers’ needs, even after sales. This can be achieved through proactive listening and taking responsibility in assuring the customers of finding a solution to their problems.
2. They are NOT afraid to talk to Unhappy Customers
It’s every contact center representative’s nightmare to attend to an irate caller. Take note that your most important source of improvement comes from those who are not satisfied with your product or service – their feedback can be an invaluable tool for business growth. Your team shouldn’t just listen, but seek for a permanent fix. It doesn’t have to mean giving away freebies all the time just to appease frustrated customers.
3. They are Passionate in Bringing Customers In
It’s tough to get a hundred or thousands to be motivated about what they do. Great customer service goes beyond training and call scripts. While having a standard response may save on time, it does hurt employee morale in the long term. Trust your agents to come up with small ways of bringing that ‘wow’ factor that goes a long way. And when they do bring in more sales and retain subscribers from closing their accounts, it’s high time that you reward your people for these wow moments.
Sometimes, it doesn’t hurt to step in your customers’ shoes to get a clear picture of the service they’re getting. The next time you plan a revamp of how your customer service team works, just stick to one goal in mind: Solve problems, for real.
It doesn’t have to be complicated…