By providing employees with real-world examples of positive and engaging conversations, organizations can show call center agents what is expected of them.
A lot of companies record interactions with customers for training purposes. By providing employees with real-world examples of positive and engaging conversations, organizations can show call center agents what is expected of them.
Sometimes, the difference between a good experience and a bad one is subtle, but it can be meaningful for customer retention. In her blog, professional customer service trainer Kate Nasser provides several real life examples of poor customer service that she uses during training programs. In one instance, a customer calls a company a second time when his situation is not resolved to his satisfaction. The employee is able to make the necessary changes and passes the caller along to his or her supervisor to ensure that any lingering concerns are addressed. By taking the time to fix its mistakes, the organization was able to turn a bad experience into a positive one. These small steps are what allow businesses to gain a loyal following.
Employee reward and recognition programs are another way that businesses can highlight successful interactions. These initiatives provide continual reminders about the importance of engaging conversations and how they impact customer satisfaction. By acknowledging workers who have gone out of their way to resolve a problem or deliver outstanding service, companies are able to build a customer-centric environment. These cultures are necessary for retaining clients and driving repeat sales.
The Interactive Intelligence Customer Experience Research Study 2013 found that front-line employees were the most important factor when it comes to consumers' satisfaction with brands. Businesses need to ensure that their staff members are providing friendly and professional service. Reward programs are a simple way to motivate each worker to focus on the customer and resolving problems. Encouraging workers to listen to customers ensures that situations are solved the first time, creating a consistent level of service necessary to build a strong reputation.