marshaburnley:
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Javier Segura:
Add as a Colleague
07/23/2010 10:26:00 PM EDT
In my opinion it is all in the attitude of the customer service rep. If your customer service rep is not engaged in the call and simply closes as scripted the benefits that branding your calls can bring to your organization fly out the window. We have workshops that are conducted once per quarter or as needed, that show our reps the importance of building rapport and empathy within the call. We walk through what a call should sound like, including the proper way to close the call. At the end of the call you want the customer to feel that the rep they spoke with likes working for your company. It seems like such a waste to invest so much in marketing geared towards building your company's identity and not brand your calls with pride. With that being said, figuring out the best wording to use is vital. What we've done is simply emphasize the importance of thanking our customers for choosing us. They can say something like "Ok Mrs. Customer, is there anything I can assist you with this evening? (customer says no) Ok, well I just want to thank you for choosing XXX, you have a great night ok?" We don't script the complete brand so that our agents can customize it based on the customer's experience. Another example is "I'm confident you are all set, is there anything else we need to address before you go? (customer says no) Alright well I really appreciate your patience this evening and thanks again for choosing XXX, Have a wonderful day." As opposed to "ok is that all? ok thank you for choosing XX we appreciate your business have a nice day". HUGE difference. Sorry for rambling on.
