Now that football season is in the air, pay attention to how some of the veteran players like Aaron Rodgers and Tom Brady approach the game. Most of the time, these players show the same face regardless of whether they throw an interception or a touchdown. They are, in other words, even-keeled and consistent.
The topic of consistency has been receiving a great deal of attention lately in the customer service arena. In fact, it’s now widely seen as one of the most important fundamental aspects of great customer service. But what exactly does it mean to offer consistent service?
Consistency, in this sense, means striving to ensure that every interaction along the ongoing customer journey gets treated with professionalism and uniformity. All customers and donors should be treated equally regardless of how much money they spend or contribute to a campaign, or what they need. Simply put, you can’t cherry pick which customers you want to be nice to. All customers deserve consistently great care.
Here are some simple, but effective ways of establishing consistency in your contact center:
Use small teams of agents: In order to create consistent customer interactions, you will need to use agents who are capable of delivering high quality experiences during every interaction. Take a look at any contact center excelling in consistency today, and you will notice they are using well-trained agents. Generally speaking, it’s better to use small teams of agents because they are easier to train and monitor on a daily basis. Large-scale contact centers, on the other hand, tend to have more mistakes and inconsistent experiences.
Leverage data: In addition to using small teams of well-trained agents, you’ll also want to make sure you are leveraging data during customer interactions. The more data you collect and leverage, the easier it will be to understand what customers are going through. Agents should have a wealth of information to browse when engaging with customers including past interactions, up to date notes, demographic data and purchase histories.
Communicate across departments: Finally, it’s vital to ensure that different departments are communicating and using the same protocols. Sales, for instance, can’t operate independently from marketing, design or editorial. The entire company needs to work together as one unit, meaning all policies and procedures need to be aligned and enforced. Otherwise, you could wind up dealing with rogue employees. And this could be very detrimental to providing consistent customer experiences. Hold regular meetings, share data between departments and hold team members in different departments accountable for their actions. Consistency is sure to follow.