Tag Archives: CX and Technology

BLOG – SIKORSKI’S THINK ABOUTS – TELEPHONE DO’S and DON’TS

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Suggest discussing these at your next staff meetings . . .

  • DON’T make a business call unless there is a good reason for it
  • If you dial a wrong number, DO make a sincere apology instead of just hanging up
  • DO think about your diction and the quality of your voice when you begin to speak over the telephone
  • DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
  • DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
  • DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
  • When you are talking on the telephone, DO give the caller your full attention
  • DON’T make side remarks to a co-worker when you are on the telephone with a customer
  • When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
  • When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
  • If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
  • DON’T cough or clear your throat on the telephone
  • DO end your conversations on a pleasant note
  • When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

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BLOG – SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #9 – DEALING WITH ANGRY/IRATE CUSTOMERS

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Here is the 9th of my series on “Back to Telephone Basics” to share with your staff.

First, be sure your Supervisors “floor walk” as much as possible to really get a sense of what is happening in your center.

Yes, sometimes your customers get angry and perhaps use foul language; however, management must research WHY and correct the process or issue(s) as soon as possible.

Tips for Your Staff

  • ŸListen and do not jump to conclusions
  • ŸBe encouraging
  • ŸShow the caller you are paying attention
  • ŸPay attention to everything that is said NOT just the information you are looking for
  • ŸNotice what is not said
  • ŸFocus on what the caller is saying NOT on what you are going to say next
  • ŸTake notes on key words
  • ŸLet the caller talk

Steps to Prevent Customer Dissatisfaction

  • Anticipate their needs
  • Take the initiative to solve problems
  • Do your job carefully the first time
  • Keep your promises

This week’s question for your employees – What made our customers angry this week and what can we do to fix it?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: BACK TO TELEPHONE BASICS FOR YOUR STAFF

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My next few blogs will focus on “Back to Telephone Basics” to share with your staff.

  • Never assume your customers understand what you are saying no matter how plainly, simply or obviously you think you are saying it
  • Avoid company jargon/terminology as it will confuse your customers
  • Your customers should get accurate and courteous service from the first person they speak to without needing to talk to anyone else during the call
  • The telephone is a “power” instrument . . .  you can be very confident since you are only presenting a part of yourself for judgment
  • It is easier to focus on making your voice work for you rather than pulling together sight, sound, smell and touch

This week’s question for your employees – Do you know all the features on your telephone/softphone and how to use each one?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – lsikorski@laurasikorski.com

BLOG . . . SIKORSKI’S THINK ABOUTS 11/15/14 – CX and OMNI-CHANNEL

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Omni-Channel is when your company, via appropriate technology, provides the same experience for your customers on the channel/method of their choice.

More simply put, the same brand information, policies and procedures are followed by your staff or displayed on your website, FAQs or mobile app.

View “omni-channel” through the eyes of your customer and “think like a customer” when you are developing your channels:

  • Orchestrate the process so that it is seamless, consistent and integrated with your front/back office systems
  • Realize and anticipate that customers may start off in one channel and move to another during resolution
  • Be sure any hand-off/transfer is easy and without the need for a customer to repeat why they contacted you

What is a great “omni” experience:

  • Knowing who your customers are
    • Interaction and channel type history
    • Products/services they purchase
    • Problems/Issues they have had in the past
  • Showing your customers they are valued by
    • Personalized offers
    • Rewards
    • Treatment
    • Pro-active contact BEFORE they know there is an issue

My advice, be sure you have a customer journey map for every customer interaction in every channel.

Thank you for reading and sharing,

Laura

SIKORSKI’S THINK ABOUTS BLOG 11/9/14 – CX and Key Technology Drivers

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In my opinion, key drivers for providing a great customer experience are “The Cloud” and “Front/Back Office integration.”

What should you be doing about The Cloud?  IF you are planning to upgrade your technology, my advice seriously investigate this option.

The result . . .

  • Operating vs.Capital expense
  • —You can focus on your business
  • —Improved reliability
  • —Increased flexibility
  • —Improved CX
    • —Outdated systems
    • —Incremental upgrades
    • —Vendors better at multi-channel
    • —Greater adoption of self-service applications

Why should you consider Front/Back Office integration?

  • —Common customer identifier
  • —Key operational databases must flag and communicate process failures
  • —Website must be reoriented to balance education and support with traditional marketing and sales archives
  • —Proactive communication is vital
  • —Setting the proper CX will enhance long-term loyalty

The result . . .

Technology working with service can get support from finance, marketing and quality departments to invest in proactive CX initiatives

  • —Prevents customer problems which will increase loyalty
  • —Marketing will be able to use integrated CRM, surveys and operational data to manage word of mouth and web
  • —CRM technology tied to operational databases will allow you to anticipate customers’ problems
  • —Marketing and sales will be able to set proper customer expectations

Thank you for reading and sharing . . .

Laura

SIKORSKI’S THINK ABOUTS Blog 10/20/14: CX and Technology

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Traditional customer touchpoints

  • Marketing Literature
  • Letters
  • Appointment Cards
  • Comment Cards
  • Invoices/Statements
  • Surveys

Technology customer touchpoint channels that should interact with your call/contact center

  • Telephone
  • Email
  • Internet (appointments, orders, products/services knowledge, etc.)
  • IVR (routing, informational menu’s and self-service)
  • SMS (outbound texting, inbound texting to toll-free service)
  • Social Media (reviewing, answering)
  • Web Chat
  • Mobile
  • Speech self-service
  • Video

Technology contributes to CX by increasing customer expectations

  • —Welcome messages/programs via
    • —Emails, videos, new user portals, websites
  • —Education
    • —How to get more from a product feature
  • —Warning of problems
    • —Communicate failures
  • —Confirming delivery
    • —Eliminates unnecessary interactions
  • —Help Desk services
    • —Route with a screen-pop of where the customer experienced the problem

Please do not hesitate to comment if you have other ways that technology has contributed to satisfying your customers.

Laura Sikorski