By Steve Brubaker, InfoCision Chief of Staff
The degree of attentiveness and dedication that today’s consumers expect from their favorite brands’ has hit an all-time high. Just think about it; consumers need multiple modes of contact, immediate answers and even customized messages that target their personal needs. And, due to these sky rocketing demands, businesses must do their due diligence to meet these requirements or suffer the consequences—like customer churn and negative reviews.
Now, businesses must interact with their consumers with the intent of forming a personal relationship. So, when it comes to the quality of customer care in the contact center space, the role of the telecommunications agent has become much more complex. For instance, agents must now do much more than simply communicate with their consumers, rather they must deliver a personalized one-on-one experience with each customer.
In fact, a recent article titled “The Golden Rules to the Six Pillars: Empathy” published by Engage Customer outlines how to effectively create these experiences with your consumers by adhering to a few “golden rules.” For instance, sharing similar experiences to establish a personal connection, providing the right emotional response, taking ownership of your consumers’ problems and treating customers as your priority are a just a few of the rules to live by.
So, how can you make certain that your contact center agents are addressing these golden rules and creating the ultimate customer experience with each individual they interact with?
Here are a few tips and tricks to make sure your agents take their customer care phone calls to the next level:
- Keep it conversational: Let your agents know that it’s important to talk about more than just the issue at hand. Consumers should understand that agents are human beings who enjoy social interaction just as much as the next person. For example, while it’s important to keep your phone calls professional, try making light conversation about the weather, about current events or, depending on the nature of the call, share your own personal experiences with your customer. In doing so, your consumers will feel at ease and that they’ve established a real relationship with their brand of choice.
- Make consumers feel important: When helping a customer with a problem they’re having with a product or answering a simple question—make sure that your agents use language and a tone of voice that allows consumers to understand that they are the top priority. It should be apparent that solving their issue is the agent’s top concern. Tell your agents to thank customers for their patience, voice their understanding and relay urgency—use phrases like “right away” and “I completely understand how you feel”—to make consumers feel as if they’re speaking with a loyal friend.
It’s time to stop treating consumers like strangers. Get more personal and show them your empathetic side—it’s just what you need to boost your quality of customer care.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.