#BetterThan Customer Service
I was recently sitting in a discussion on quality where we listened to a customer service call. The details of the call are foggy at this point but the interaction included all of the typical ingredients. You know, the “Hi my name is,” the listening, the answering all of the questions, the “thanks for calling,” the goodbye, and all of the documentation that goes along with the call.
When it came down to it, my colleague handled the call according to protocol. But still I found myself wanting more. While there were multiple aspects of the call that were good, much could have been done to make it better.
Oftentimes, this is where showing empathy, making that personal connection, and going above and beyond enters the conversation. For example, the customer may say something about how they’ve been sick or maybe their dog is sick and we gloss over it and just answer their questions. Or perhaps the customer asks how to log into their account to pay their bill. We help them log in and assume they can take care of the bill on their own knowing full well that if they couldn’t login on their own, they probably won’t be able to pay their bill on their own either.
So that got me thinking about good versus better. Our aim should always be to deliver Better Than customer service. Sounds weird, doesn’t it? Try a few of these phrases on for size.
Head of Quality
Jeremy Watkin is the Head of Quality at FCR. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.