One coffee lover gets more than she bargained for while searching for a good deal on Nespresso. Helping customers navigate and recover from rogue experiences is an essential consideration for experience professionals.
Despite our love for various contact channels, many organizations struggle to deliver consistent, effective assistance on every channel they support. One strategy for bolstering omnichannel success is the channel-blended agent: a contact center agent that handles customer contacts from more than one channel.
It can be incredibly hard for leaders to organize and act on unstructured feedback effectively. Without the right processes and technology in place to capture and structure the random comments we hear from customers (via our front-line employees), it’s not possible to act on this information effectively even if we’re well aware of it.
When we receive feedback in a disorganized way, it’s up to those capturing the feedback to give it some structure. Most employees haven’t been trained and don’t know what to do with these kinds of suggestions.
There is no shortage of reasons to tell a customer "no." In some cases, the law requires it! It's up to us to communicate necessary rejection while preserving the customer's goodwill towards us. Our actions when denying a customer decide the outcome.
Randy did everything right by being friendly, knowledgeable, and putting me first by ensuring I got the best possible deal. He started a dialogue, sought to understand my interests and palette, educated me, and thoughtfully persuaded me to download the company’s mobile app. He quadrupled my total spend without pressure or hard sells. In thirty minutes, he created a relationship that will last a lifetime.
Waiting on hold can be a customer's worst nightmare. As customers, we've been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it's like they've never met us before. We're left wondering why we can't just have our issue resolved, so that we can move on with our lives.
Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. As trainers and coaches, how do we help our new colleagues to have the necessary confidence and knowledge to assist our customers along their journey?
Originally published by ICMI. Read the full article at icmi.com. “Why do you want this job?” It’s a bad cliché of the interview process. By now, every candidate should know “I need money” isn’t the best way to answer that question. Most hiring managers would be quick to disqualify someone based on that response. What ...