Moms the world over are known for their great advice, always encouraging and (almost) always right. In honor of their special day, here are a few of mom’s most popular golden nuggets, with a twist: These bits of advice are meant to inspire greatness in your Communicators.
- Wait for a break in the conversation before speaking. It’s rude to interrupt in any situation, of course, but Communicators are held to an even higher standard of professionalism. Faced with a litany of complaints, it might be tempting to interrupt, especially if you have a solution at the ready. Even in that case, however, it’s best to wait for the customer to finish speaking. Simply listening makes the customer feel valued, fostering a more positive situation right from the start.
- Remember what it’s like to walk in someone else’s shoes. Empathy is in short supply almost everywhere these days, but it shouldn’t be in your contact center. While empathy itself is difficult to develop, other, similar characteristics are not, such as self-awareness, a nonjudgmental, positive regard for others, and good listening skills. As brand ambassadors, Communicators should strive to establish a connection and build trust with customers. If a customer feels he or she has found an ally, they are more likely to work with you.
- Clean up after yourself, and leave the place a little bit nicer for the next person. This one requires some metaphorical thinking. The idea of “cleaning up” after yourself, to my mind, is similar to encouraging ourselves, and our Communicators, to reflect on past interactions regularly, honestly evaluate them, and make improvements accordingly, whether it be an attitude adjustment, a more finely-tuned message, or a process-related change. The result: A more pleasant experience for all the customers who are next in line.
Your mom probably also told you to believe in yourself, so encourage your Communicators to do the same!
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.