When people call in with a customer service question, they always look for these three things to be in place.
Making sure call center agents are ready to tackle any problems that get phoned in is essential to having a well-equipped customer service strategy. Customers can call for a variety of reasons, but no matter what someone is calling your customer service representatives for, three things must be in place in order to have a successful interaction.
Customers Want Answers
First—and most obvious—customers want answers. When customers call in with a problem or question, they’re looking for their inquiry to be solved. What does this mean for a call center agent? It means saying that you don’t know without looking into it or finding another agent to help is unacceptable. Call center agents are literally the face of the company in that moment. They need to be able to provide answers or, at the very least, know where to get them. One easy way to track the success of this is to see how many customers had their problems solved with their first phone call and how many had to call back.
Customers Want Timeliness
Nobody likes when his or her time is wasted. Making sure you keep customers’ waiting time down, specifically around the holidays, is vital. Whether it’s focusing on keeping your call waiting times down, making sure you’re getting through customers efficiently, setting up a chat bot on your website that can answer basic questions, or implementing some type of callback software, ensuring that customers aren’t waiting on your call center agents can be what saves your sales. Long wait times on your phones is not something you want to be known for. It’s a tricky balance, but agents need to figure out how to properly serve clients without spending hours and hours with each person. This could also look like hiring seasonal employees for the holidays.
Customers Want Respect
Lastly, customers want respect. Again, this seems obvious. But are call centers giving the customers on the phone their full attention, or are they scrolling through their phones while speaking to them? Are they empathizing and using phrases like “I understand,” or are they blaming the customers? Are they taking personal insults and frustration in stride, or are they responding in kind? No matter how a customer is treating a call center agent, it’s vital that your representatives remain calm and straightforward. Marketing trends come and go, but respect will always be the most important thing you can give a customer.