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
- 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 . . .