It’s time to think objectively about your contact center for a moment. Take a step back, squint your eyes and take a good look at what you see in your department.
Now, ask yourself the following question, and be honest: What role does your contact center play in your organization?
In other words, is your contact center a brick wall for customer relations? Or is it a helpful mediator that can open up dialogue, repair damaged customer relationships and spread cheer to those who support it on an ongoing basis?
If your business falls into the former category, it’s time to reconsider your approach to customer service, and embrace a new strategy that focuses on promoting the core principles of kindness, generosity, understanding and courtesy.
We’re simply saying that by displaying these traits, and being less hard-lined in your customer relations’ strategy, you’ll earn a reputation as a customer-friendly organization and one that is pleasant to do business with. You’ll get rave reviews on social media, and customers will be more apt to recommend you to their friends and family.
Here’s an example:
Imagine a customer calls in with a question about a particular product he or she recently bought, and does not sound thrilled with her purchase. The agent, sensing the customer’s dissatisfaction, offers to upgrade the product for free, with no questions asked, as a onetime offer.
The customer, in this situation, would be floored from this unexpected gesture of kindness; and at what cost to your overall bottom line? Not much.
Of course, giving agents the power to make such decisions can be stressful. So it pays to have the necessary software to review such an interaction, and discuss with the agent the reasoning behind his or her decision.
In the end, empowering your agents to do good for your customers with the support and supervision of a contact center manager, adds up to a win for your organization.