Customer Service – Preparation is key

Too often in a call center environment (or any customer service situation) there is a misconception that a rapid response is the best way to provide quality service when faced with any client issues. Over the years I’ve seen time and time again people trying to react as quickly as possible rather than truly understand the needs, expectations and concerns the customer may have. In simple terms we seek to diffuse any difficult situation as soon as possible but is that providing the best in customer service? Experience tells us that the answer is no, the quality of the service and satisfaction with the resolution is far more beneficial than simply wrapping up a situation promptly. Anticipation of a customer service event holds far more value, especially to the client. A proactive approach to customer service is needed if you seek to amaze your clients.

Reacting to customer service situations is of course needed at times but the foundation of customer satisfaction is in the preparation of your agents.  It will never be possible to eliminate reactionary customer service but the actual need for it can be reduced significantly with a more prepared agent ready to handle calls. As you’d expect superior communication skills are the basis for this, the foundation of this is proactive listening and anticipation. If the caller feels fully engaged with the agent there is much higher likelihood that not only will the remain structured but the process needed for a successful transaction will be that much more interactive. A client who felt appreciated in the first instance is also far more likely to be understanding if a problem then occurs at a later point.

Training is of paramount importance, agents should be trained to plan for the worst. “What if” scenarios should be considered and a process for resolution laid out before going live on a new account. The more time spent in preparation the higher the likelihood for any potential problems to be easily resolved. Training also should be ongoing, the pooling of information for any client base should be shared so that methods to improve customer service will be shared across the team that services the client. While not every possible scenario can be anticipated the client will benefit greatly with prepared agents sharing the same problem resolution skills and knowledge.

Our efficient call center management team listens to their agents, pools the knowledge and shares it back onto the work floor. Making the process as seamless and effective as possible is the key to proactive customer service and will result in happier customers and more effective agents who will face less stress when completing their daily tasks. Ideas and procedures will be regularly communicated to the team which results in more consistent service to the clients. Years of experience at Miratel have taught us that it all begins with satisfied customers and our preparation and training ensure you can depend on us to deliver the best service to your clients.