BLOG SIKORSKI’S THINK ABOUTS 11/23/14 – THE HEART OF CX ON YOUR VOICE CHANNEL

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In my opinion, “The Heart of CX” is making sure your customers receive consistent and exceptional customer service regardless of the channel they choose.

How can you accomplish this . . .

  • Employee engagement
  • Strong brand strategy
  • Programs that develop leaders
  • Focusing on the customers journey throughout your organization
  • Personalization
  • Reaching out before the customer knows a problem exists

If customers use your voice channel, here are some staff training program tips for diffusing difficult customers:

  • Use the customer’s name
  • Let them talk
  • Interrupt only with
    • “I understand”
    • “I see”
  • Put the caller on hold, count to 10, then say
    • “I am sorry to keep you waiting Mrs. Taylor, please let me recap what you are saying”
    • “I am sorry to keep you waiting Mrs. Taylor, please continue

It is not easy to display good telephone manners if the caller is out of control; however, it is your staff’s responsibility to listen and act on what the caller requests.

Keep in mind, the “act” just might be to turn the call over to a Supervisor.

Thank you for reading and sharing my blog . . .

Laura Sikorski

lsikorski@laurasikorski.com

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