So much of cultivating a positive experience, in live or online customer services, comes with implementing operators who are actually reacting to the problems of customers, not simply parroting a series of pre-written statements. It might seem like a no-brainer, yet it can be so easy for companies trying to be efficient to skimp on live answering services and attentive representatives. Acknowledging the specifics of each individual interaction is a simple remedy to the reputation-killing, assembly line feeling that some less effective approaches can generate.
Help sessions should be painless and informative, and this is so much easier when employers recognize the role casual conversation and an easy "phone side manner" can play in this kind of situation. Even if the exchange is just a series of text messages, the opportunity is there to treat the caller like someone you know, and not someone to get rid of as soon as possible.
In a recent Wealth Management video for the Wall Street Journal, Veronica Dagher says as much when identifying some of the elements of good customer service, emphasizing how little effort it can take to leave a positive impression.
"If you learn the name of a client's alma matter or favorite drink, write it down and put it in their file," she says.
Even if the opportunity to use such particular knowledge doesn't come up, anything that might allow a bond to be formed between a customer and representative over a phone or internet messaging system could lead to that sometimes-elusive goal of higher satisfaction overall. It's important to remember that these things can't be forced, and can only happen when a support staff is honest and approachable in the way they handle their business. That's why seeking out a center that is staffed by trained professionals can be the right move for a company uncertain how to proceed in these areas.