Three Ways to Score a Customer Care Touchdown

Super Bowl 50 is just around the corner and players on the Denver Broncos and Carolina Panthers are tirelessly preparing for the big game with the hopes that they’ll bring home those coveted championship rings.

While your Communicators aren’t diving head first into a tackle or running to score a field goal, they can relate to these hard working NFL players, as they too need to constantly be on their toes ready to “take down” a customer inquiry.

With the Super Bowl coming up, I thought it would be fun, as well as a good reminder, to review three ways to ensure that your Communicators can consistently score customer care touchdowns for your team.

• Take advantage of technology: Today, NFL athletes use various different technologies to improve their skills and your Communicators should do the same. Customer relationship management (CRM) technology, for example, provides comprehensive customer profiles, screen pops, and the ability to make script changes on the fly—all of which helps your Communicators better service customers.
• Dedicate time to professional development: NFL athletes are always developing their skills on and off the field. Help your Communicators develop their skills by giving them ample professional development opportunities. For instance, if a Communicator would like to learn a new technology or attend a professional seminar, ensure that you facilitate this request.
• Give a personalized touch: NFL athletes are great about giving thanks to their fans. Encourage Communicators to think of their customers as fans and have them make a concerted effort to treat every customer with a personalized touch. Simply greeting customers by their first name goes a long way.

Score a customer care touchdown this year by following the three tips and tricks above. Your “fans” will thank you by continually doing business with you and recommending you to their peers.

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.