Oct. 16, 2012 - At times I question the value of some social media, but there’s one site that I find consistently invaluable: LinkedIn. Among its best features are its groups, which let members exchange ideas with other professionals in your industry.
For anyone in the call center services industry, I strongly recommend the group called “Contact Center Operations & Management.” Here’s a recent discussion topic, which those of in customer service outsourcing will find interesting:
If you had to identify the top three most important customer service skills that are a must have for your service reps when interacting with the customer- what would be your top three?
The feedback has been thought provoking. For example, one member responded:
“Good question. I would say active listening skills, ability to accurately identify the customer’s need and warm delivery of service/information. Good manners go a long way in maximizing the customer experience.”
Another said, “Good reps can take an average service experience to a 'great and long term business relationship.' The most required skills for reps are - 'Customer focus' this usually includes the ability to interact with customers at different levels. Personable and NOT robotic. And the desire NOT to just provide a basic service or experience, but to make each one seem like it was the first one of the day by SURPRISING the customer from start to finish.”
Yet another said, “1. Well developed tone of voice, which promotes the brand of the company (must align to company values...); 2. Natural ability to be helpful - follow through to resolution; 3. Able to identify customer's behavior type over the telephone and then respond accordingly - customer will feel they are being treated as an individual and consultant (representative) will come across as more knowledgeable, competent and assertive.”
And finally, another member said, “To me #1 is finding staff who truly care and who will put themselves into the shoes of the customer. The rest then tends to follow; listening skills, ability to clearly identify the concern/issue, clear communication of next steps, taking ownership of the issue, following through to resolution.”
To all of us involved in building great outsourced call center services organization, these are groundbreaking insights. They highlight that traits that make for excellent customer service, order processing, order taking and help desk services. But it’s good to refocus on the fundamentals of the services we provide.
Mark Fichera, CEO
OnBrand24
Call Center Services
Beverly, MA