Improving Your Customer Care Strategy-It’s Easier Said Than Done

Let’s face it; airlines don’t have the best reputations in the customer care space. One airline, however, is hoping to turn things around. According to a recent Forbes article, United Airlines is admitting that their customer care hasn’t been the greatest over the past several years. In fact, it ranks at the bottom of the list of all U.S. carriers.

Nonetheless, the hopeful airline is embarking on a campaign to improve its customer care and give travelers a better overall customer experience. While the airline is only looking to improve its customer care score by 12 percent, it’s company’s willingness to improve that’s impressed consumers.

So what can your contact center take away from this positive news story? It’s simple, there’s always room for improvement whether you’re customer care score is through the roof or down in the dumps. Below are several tips and tricks you can implement to affect a noticeable improvement in your customer care.

1. Employ the right Communicators: You can have the newest and most expensive contact center technology, but without the right Communicators it won’t do you any good. At the end of the day, it’s your Communicators who are going to make the biggest impact on your customers, so make sure that you hire emotionally intuitive individuals.
2. Utilize technology: Technology has fundamentally changed the contact center. From predictive analytics to big data analysis, businesses now have access to tools they can use to gather and interpret valuable data, which can then be used to improve customers’ experiences.
3. Never settle for satisfactory: While your customer care score might not rank at the very bottom like United Airlines, this doesn’t mean that there isn’t room for improvement. Never settle for satisfactory, as there is always something you can be doing better to give your consumers the best experience.

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, SOCAP, 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 is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.