There’s a delicate balance when it comes to scaling any professional team: hire too many too soon and resources go underutilized, but leave it too late and you risk overburdening your existing team members.
Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle.
There’s a big expectation on support teams to continue providing reliable service to customers at all times, and to never let the cracks show. For a customer, it doesn’t matter how many open tickets a support agent has on their plate as long as their agent is dealing with their issue right now.
For support agents, pressure comes from both sides – they’re held accountable for their efficiency from both the company and the customer. When the number of incoming inquiries is too much to handle, the only way to reduce the pressure is to get more hands on deck to deal with the volume. >>>
Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress, low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.
Burnout causes plenty of problems for businesses and leads to high job turnover, lower productivity and decreased engagement. Obviously, burned out employees provide less-than-stellar service to customers they come in contact with. And what’s more, whether it’s the cost of hiring or training new people, or improving poorly done job, burnout can eventually add up to financial loss for your company. >>>
Every actor’s worst nightmare is forgetting their lines. Just imagine it: you’re standing in front of a crowd of hundreds, deep into the Second Act of The Importance of Being Earnest and suddenly, your mind goes blank. The only sound you hear is the nervous beating of your heart. Luckily there’s usually a director waiting in the wings to whisper your line to you. If only social customer service agents had it so easy.
But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. With an increasing number of companies competing on customer experience — which essentially means competing to deliver the most authentic experience to customers who increasingly demand tailored service — it’s time for contact centers to ditch the script and personalize real-time social customer service. Here are four ways to make that happen. The first two concern agent behavior, while three and four focus on technology and social customer service software. >>>
Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered.
Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand.
Loyal customers are a very important asset of any business. As statistical facts prove, up to 15% of a company’s most loyal customers account for 55-70% of the company’s total sales. The numbers are quite impressive.
Let’s take a look at how you can win greater customer loyalty with a few small personalized gestures. >>>
All businesses, even the most successful ones, will have unsatisfied customers every once in a while. But most of unhappy customers actually never bother to complain. They simply leave and switch to competitors without even letting you know when and how your company failed to meet their expectations. On the bright side, statistics says that 95% of those who complain, are ready to give you a second chance, if you manage to handle their initial complaint successfully and in a timely manner. So how to do it effectively and turn every complaint into a positive customer experience to win those customers over for life?
It’s all about the attitude
The key to successfully dealing with complaints is in the right attitude towards them. As simple as that. In fact, customer complaints should be embraced and seen as unsolicited feedback which is always a valuable source of information about your business. >>>
Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.
According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience.
Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable. >>>
There’s a way to do it better – find it. Thomas A. Edison
According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions. However, their effort comes unnoticed and just taken for granted. This in turn reduces employees performance and their desire to improve and grow. “Why should I waste my effort” – your employee will think and continue working without inspiration. Though it may seem that such mood will do no harm to your organization we all know this is wrong, especially if your team deals with customers on a daily basis.
The right motivation and inspiration of your customer service team will help your company to stay ahead of the competition. When your brand is recognized not only for its products quality but also for its superior customer service, this means a lot. There is always a room for improvement. You just need to keep moving forward and find a better way. In this blog post I would like to share five tips that will help you to inspire your customer service team and improve your employees performance. >>>
Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford
What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common? Can you develop or apply them to build an extremely productive, passionate and tight-knit team of your own?
This blog post is the first in the series that puts together some examples of great companies known for awesome customer service, as well as advice from customer service thought leaders. Hope there’s a thing or two that you consider useful, inspiring and worthy to follow. >>>
“Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interactive and global digital commerce lead. “But many companies have considerable ground to cover on their path to becoming digital enterprises.” >>>
The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor.
Only recently have shops been trying to revolutionize the trade by offering clean facilities, wi-fi, coffee and play areas for kids. Some, like Toronto-based Hilary Ann started a crowdfunding campaign and subsequently launched an all-female auto body shop, Ink & Iron Automotive. Her business got every auto body shop in the city curious and talking about the changes it would bring. In other words, a single business can raise the expectation bar and disrupt the entire industry – forcing others to either adapt to new conditions or see demise.