June 20, 2014
Using customer service stories for training is a valuable part of making sure your support is at its best. It’s easy to beat employees over the head about customers always being right, but providing thorough training with real scenarios that have happened or will likely happen will better prepare them for what to expect.
We’ve all been on the receiving end of a fantastic customer service interaction. It’s the one that you tell your friends about that night or mention when you’re on the phone with family. It’s impressive when it happens and it even throws us off a little because we’re used to lackluster, or downright bad customer service.
So, what makes for great customer service? Here are a few of the elements that come together, which you should highlight with your team.
Feeling listened to
When you have a problem, you want to know that you’re being listened to and that the problem is taken seriously. An important part of that means asking questions. When your team is faced with a problem, they should be asking follow up questions to make sure they understand the issue fully. It’ll save time and frustration, and make the customer come away knowing that your brand is committed to helping in any way you can.
All about attitude
Upbeat and friendly, ready to help. Those are just a few of the components that make up a winning attitude in customer service. keeping your team interested and invested in staying on top of their game means rewarding and encouraging their performance behind the scenes. Give them incentive to keep doing a great job. If their only motivation for their work is a pay check, without a company culture that highlights the important of top notch customer service, you’re not going to have nearly as many instances of great customer service.
The tone in these situations should be respectful, without being too formal. It can be the little things like asking how the customer’s doing, that set the tone in a great way. Make sure you highlight that the tone should be consistent. No matter who your customer speaks with, the tone should be consistently friendly and professional, especially if they have to speak with several members of your team during the exchange.
Above, I mentioned just a few things that make up great customer service.
Let me give you a personal example of customer service gone wrong. I recently called my internet provider to shut off my service. I was moving out of my apartment with plans to travel, making the service unnecessary until I settled into a new place.
During the call I was put on hold and transferred a number of times. Once I was finally put in contact with someone who could help, I was then questioned extensively about my decision, which felt like another hold-up in the process of accomplishing what I needed to.
I went in to the phone call expecting a pretty quick exchange and it ended up eating a good chunk of my time while I was shuffled around. It was a simple request, one that I’m sure an internet provider gets all the time. So why did it take so much time and fumbling?
To me, the experience addresses the issue with the customer service model being used by a lot of brands.
The problem wasn’t with tone, attitude, or feeling like I was being listened to. Instead, it was the inefficiency of the system in place.
The best thing you can do for your team is to have an effective model in place.
Training using the latest customer service horror stories is a good model of what not to do, but having efficient procedures in place so the customer experience is the best it can be will do a lot more when they go live with customers. If you feel like your customer service could be doing better, do everyone involved with your brand a favor and make those meaningful changes that will improve overall experience. Otherwise, you’re setting your team up for a hard road, when it doesn’t need to be.