Full customers is the goal of great restaurants. Full customer satisfaction is the goal of great Call & Contact Centres.
In fact, happiness is the single most important key to maintaining and growing the customer base.
So, if you want to forge a lasting and lucrative career as a Call & Contact Centre pro, your mission is to hit high satisfaction rates.
Thankfully, at s1jobs we have five surefire ways to do this.
Have a First Time For Everything
When you’re punted on to a new ‘helper’ for the umpteenth time and asked to explain yourself all over again? Yes, that. It’s a moment that can start wars. That’s why the best customer service resolves a call the first time with the first conversation.
To make this happen you need to know your stuff: happy customers put the quality of information and accuracy of answers as their priorities.
Having all your info is imperative to improving First Call Resolution.
Make Connections In High Places
If the worst customer service is having to explain a problem to multiple people, next on the hit list is not getting a complete answer. While you may not want to ‘pass the buck’, sometimes you’re going to have connect your caller with an expert with the full figures at their fingerprints and the authority to make an instant decision. This creates joined up thinking and a more seamless customer experience.
Mind Your Language
It’s not always easy to keep your cool but the last thing Granny Ina wants to hear is a word that turns her new hair-do white with shock. Your company will have strict guidelines but remember, too, that everyone has different shock levels. The best advice is to use the kind of language you’d hear at the Vicar’s chess night.
Tune Into Your Tone
Success depends on more than words. The tone you use – whether during a phone call or in an email or tweet – should always be strong and supportive, yet friendly and non-judgemental. The best way to perfect this is to speak to every customer as though you’re being interviewed for a dream role on s1jobs. This way you’ll always sound like a pro.
Make Friends With Technology
The future is not your enemy. In customer service everything from CRM software to virtual chatbots exists to help you rapidly resolve common enquiries. The perfect blend is artificial intelligence and your own skilled and very human qualities.
Find your ideal Call & Contact Centre role with s1jobs.