What Makes for Great Customer Service?

TRAITS OF THE BEST CUSTOMER SERVICE AND CALL CENTER AGENTS What does it take to be a top notch customer service and call center agent? LET'S LOOK AT THE NUMBERS: Just 31% Only 31% of organizations of organizations take a close look at the REWARD EMPLOYEES for customer service QUALITY of customer service in their call centers. improvement. Companies that focus on TRAINING increase their chance of first-call resolution. Why is call center customer service so IMPORTANT? 65% for those with MORE TRAINING. 86% of customers are more likely to purchase after a GOOD EXPERIENCE. 58% for those WITHOUT. 13% of customers will tell 20 others about a BAD EXPERIENCE. 15% of customers CUT TIES with a company due to BAD CUSTOMER SERVICE. 90% of US customers still want to RESOLVE ISSUES over the phone. LOYALTY from one customer can be worth 10x as much as a one-time purchase. Every lost customer $243 THE 12 FOR 1 RULE cost an average of 12 It takes 12 positive experiences to make up for 1 bad one. 8 TRAITS OF THE BEST CALL CENTER AGENTS CONFIDENCE & PEOPLE SKILLS DOMAIN-SPECIFIC SKILLS AGENTS WHO ARE COMFORTABLE with their environment can quickly recognize AGENTS ARE MORE SUCCESSFUL when they are confident in their abilities. empowered to change their approach depending on the customer and situation, comfortable with people and not socially awkward, and patterns, are more effective various situations, make strategic adjustments quickly and efficiently to give the best customer service. confident in the product or service. STELLAR MEMORY SELF-ASSESMENT & MONITORING SKILLS A PERSON WHO EFFECTIVELY ADAPTS to the customer will continuously self-assess. They understand the customer's reaction to their approach and change accordingly. EFFECTIVE AGENTS MEMORIZE FACTS about the product or service. They adjust the quantity of information according to the customer's interest and reactions, and they remember a repeat customer's question or issue. EMPATHY SELF-MOTIVATION A SELF-MOTIVATED PERSON WILL TAKE PRIDE IN THEIR WORK. they will gain satisfaction from doing well and providing their best effort, and are open to ADAPTATION REQUIRES THE ABILITY TO EMPATHIZE with the customer. The best agents will be able to understand the customer's point of view and take the customer's needs and resources into account. continued training and feedback. ACCURACY & SPEED STABILITY & RELIABILITY GREAT AGENTS ARE OFTEN employees who come in 10-15 minutes early to prepare. They must be able to function well in a stressful environment, keep working at tasks and facilitate a high volume of calls. Great agents must also be comfortable with a flexible schedule, as call EFFECTIVE SALES BEGINS WITH QUICK responses to concerns or questions. Decisions are based on intuition and experience. Great agents know when to escalate the call to another employee. centers often don't have standard 9-5 hours. IT'S YOUR CALL, DO YOU HAVE WHAT IT TAKES? Adecco Sources: parature.com/find-resources orecx.com/products-orekagm.php linkedin.com/groups/Top-Qualities-Attributes-Above-Average-4068273.S.88314529 forrester.com/The+Customer+Experience+Index+2010/fulltext/-/E-RES55833?docid= 5 5833 blog.talkdesk.com/13-call-center-agent-characteristicustomer Service -for-adaptive -selling better work, better life