Improving a customer’s overall experience

Tuesday, June 20th, 2017

When it comes to customer services call handling, although the focus is often on scripted rehearsed scenarios which closely follow client protocols, it is crucial that they are always delivered without an operator sounding in any way “robotic”. Consequently, at times, a certain amount of guided improvisation “off script” may be required, but such deviations from type must always be undertaken with great care.

Regrettably, from time to time all customer services professionals are required deal with angry callers who in haste decide to vent their frustration on their first point of contact. In short, telling someone who is already irate and clearly feels aggrieved, undervalued and insignificant to just “calm down” may have precisely the opposite effect. It’s very important to create empathy and acknowledge their concerns as soon as possible, perhaps by saying something along the lines of ‘ok, let’s see how we can sort this out for you…’ or even ‘thank you very much for letting us know us about this, let me see how I can help…’.

Often a customer or prospect may get through to the wrong department, and your team or the outsourced contact centre will need to re-route their call. The way in which this is undertaken will influence their perceived ‘customer experience’, so the customer services team must always demonstrate they have listened and provided a timely and overwhelmingly positive solution.

Or perhaps a team member genuinely doesn’t have time to deal with a call (as they need to be elsewhere), in which case a simple ‘I’m just going to pass you over to my colleague who can sort this out for you’ will mean that the end user will feel that they have been dealt with appropriately even at that early stage.

So how can we help guide your team through all this and much more?

Here at mplcontact Sutton Coldfield we are available to assist your business with all its call handling and customer services enquiries. Just call us today on 0121 362 7001or alternatively complete the online enquiry form by clicking the link HERE and we will be delighted to hear from you.

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Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society