Keeping your good image intact
There is no telling which call, of the tens, hundreds or thousands your call centre receives daily that might turn out to be a serious complaint. A simple initial call could result in negative word of mouth, threats of lawsuits or even poor media coverage.
If your customer’s call is treated with even a hint of defensiveness or disinterest, it has the potential to escalate to nightmarish proportions.
On the other hand, just the right response can smooth the way for an impressively speedy and considerate resolution.
Any team member on the front line, from Team Leader or manager, must be well-versed in strategies that will result in a positive resolution for all parties. These include;
- how far your organisation is willing to go (standards and procedures)
- Empower your people (enablement and training)
- Know who to talk to (structure)
- State your position clearly
- Follow quickly with options and choices.
- Use positive language
- Have a “can do” attitude
- Be empathic, yet assertive
- Use “Repetitive Reasoning” – paraphrase your stance for the customer.
- Deal with the practical as well as the emotional issues
How easy is all this when so many other factors in the workplace need to be considered? Well the answer is that it can be difficult for you.
Building customers relationships, internal processes, training, performance management and lines of reporting is a holistic approach, which will provide the returns your business needs.
All this is not done in a short time frame but this investment, completed internally or externally, will resolve the many bandaid solutions over the months and years ahead.
From this you will see three wins:
- A happy team member
- A delighted customer
- An organisation with its good image in tact and great returns!
It all starts with one step at a time, if you need us to help you at any point, start, middle or end we are here for you.
Whilst other consulting companies have been breaking up and renaming themselves (bit cheeky) we have
burst into the new year with an exciting brand awareness campaign that will knock your socks off.
We are receiving numerous daily requests for Whats Happening, Weekly Motivational Quotes, Information packs about all our services and Monthly Book Reviews.
So that we get everything to you on time we will progressively communicate these by email rather than fax. If you would prefer to receive any info by fax we can do that for you too.
Just let us know.
Another Happening People office is coming near you! Until next month stay tuned to our funky ads on MIX-FM, 2day-FM and SA-FM.
Oh and check out your local AdShell bus shelter, or railway station and your mail box.