While we long for the balmy summer months during the dead of winter, we oftentimes yearn for a blast of cool air once the humidity and the scorching heat finally arrives. And even though summertime brings to mind careless days relaxing on the beach and cookouts in the backyard, sometimes the sun’s glare can become downright bothersome.
And when any circumstance becomes vexing, be it the weather or a conversation with a particularly difficult customer, it’s important to our relationships with others that we stay cool, calm and reasonable. So, besides bumping up the AC, how are you going to ensure that your frontline Communicators keep fresh and breezy with your callers this summer?
After all, “keeping cool” means more than regulating your body temperature in the contact center space. The phrase implies knowing how to take a breath and handle each and every situation with tact, poise and respect.
So, no matter how heated up your Communicators become this summer, due to the humidity or an overwhelming call queue, here a few tips and tricks to heed to ensure that your employees provide superior customer care regardless.
- Make strategic Communicator and customer pairings: It’s important to ensure that your Communicators never feel that they are in a situation that’s over their heads. That is, it’s vital that you take note of the areas in which certain Communicators excel and others are a bit weak. In doing so, you can gain actionable insight about each individual employee’s skill set. Furthermore, expand upon their strengths and avoid giving them work that exploits their weaknesses by employing a practice such as skills-based routing, which routes customer inquiries to the Communicators who are most experienced in the particular subject matter.
- Provide positive reinforcement: Don’t let great instances of customer care go unnoticed. Make time to pause and congratulate Communicators for their moments of excellent customer care so your employees feel a sense of accomplishment from their jobs. Any job can become unfulfilling when you don’t feel you are making a difference or noticeably progressing. By acknowledging successes, your employees are likely to feel more secure and satisfied in their positions. And a happy Communicator’s attitude will translate well over the phone.
So don’t let the summer heat or an overwhelmed Communicator diminish your quality of customer care. Heed these important tips and it’ll be smooth sailing for you all season long.
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.