If you ask a customer what they look for when interacting with customer service staff, they'll give you a list a mile long. Let's face it, the expectations are as varied as the customers are; yet there is one key area that probably matters more than the customer knows -- confidence. This can only come from a foundation of "knowing your stuff", and making the customer feel that you're in control of the situation.
Have you ever been dealing with someone in customer service and caught that fleeting moment when you knew instantly that the person you were interacting with didn't "know their stuff"? That hesitation, that pause, that "ummm", that gave away their hand? The minute you sensed it, you'll remember that deflated feeling in your stomach when your intuition told you "this isn't going to be as easy as it should". No matter how perky, charming and assuring that customer service person is, from that point on it's all uphill.
Don't get me wrong; i'm not implying that customer service staff need to know everything about everything within their organization, that's simply impossible. However the customer knows even less about how your company works, and the first thing they want when they interact with your customer service is to feel that the person who's looking after them "knows their stuff".
I recently dealt with Bank of the Philippines credit card team and had the pleasure of being looked after by an agent who really did know her stuff. She was obviously experienced, knew the right procedure and process I needed to follow, and had me dealt with quickly. In a situation where I was already anxious and stressed, this level of confidence instantly put me at ease. This was really important because I was already expecting the lengthy and stereotypically daunting process of dealing with a bank.
Customers use customer service because it's the gateway to a businesses core operations, and when they contact it they want to be wrapped in the warm blanket of confidence, to know that things will be taken care of, and that the person who's dealing with them really does have their best interests at heart. So you're next homework topic after patience is to know your stuff.
Build your personal knowledge bank of tips and tricks and have it ready to deploy whenever needed. Take the extra effort to learn things most other people can't be bothered knowing, even if it has nothing to do with your department. Talk to other people and find out how their job works, learn where those processes go after they leave your group, and discover the answers to questions your customers may potentially one day need you to know. Oh and whenever your company offers training, sign up! Learn learn learn.
A true customer service professional is a jack of all trades, as well as a master of at least one - and that one should be information and knowledge. Get cracking!
Sunday, August 28, 2011
Wednesday, August 10, 2011
Customer service is a team sport
The first day in any customer service job is a daunting one; and although it does get easier the longer you're in the role, it takes a long time to achieve "master" status. But fear not, because customer service is a team sport. It works at the collective level, and becomes a sort of "hive mind", so if you learn how to tap into this network of information your chances of success increase dramatically.
The biggest stumbling block for people in customer service is the overwhelmingly large amount of information their customers demand they have instant access to -- everything from product codes to troubleshooting procedures, all must be readily available to keep transactions moving swiftly. This challenge is compounded by the fact that no company on Earth has a fool proof information system, making it extremely difficult for those on the frontline to easily get their hands on the tidbits of information needed to serve their customers.
No one person, no matter how clever they are, will ever know everything there is to know about their workplaces processes and procedures (although plenty will pretend they do, we've all met them). However, it is much easier for a group of people to hold knowledge collectively amongst them, so long as the environment is there to tap into it; and this is where the hive mind comes into play.
Amongst your team there will be people of varying experience and backgrounds, and this mix of knowledge is generally how most service environments survive. Someone, somewhere in the group, will have already encountered the situation in front of you, and the key information needed to solve the problem. Therefore a frontliners ability to tap into that knowledge bank is critical to their success.
Some companies encourage the use of knowledge bases, blogs, twiki's, even live chat rooms to help give their people direct access; and this is a fantastic way to get the information you need, so long as the person seeking that information has the cooperation of the "hive".
We've all been the newbie in the workplace, and suffered the teeth-grating experience of not knowing anything about anything, needing help for even basic things like the directions to the washroom. We also know that the term "newbies" immediately highlights a distinction between those who've been at the workplace for a while versus those who haven't. This gap can be incredibly difficult to overcome, and it's generally for this reason that many workplaces pair new employees with veterans, to help initiate them into the environment and give them an access point into the hive mind. If the workplace doesn't foster this kind of relationship, then the "newbie" is left with some basic training and a procedural manual, and wished well on their adventures as they begin dealing with customers.
Even if you've been in the workplace for a while, cooperation only works when people actually want to help you, and there could be plenty of reasons why they won't. Professionals know this, and know how to work the environment to make sure they don't get cut off from the support they need to be successful.
First impressions certainly count, and we know that the first impressions you make with co-workers will shape your future relationship with them, so keep that in mind when you break your first bread at the lunch room. More importantly, work out who really knows what they're talking about and who doesn't, what areas each of your co-workers are strong in, and what experience they've had in the past. All this information will be vital in working out who to turn to in your time of need.
Remember also that the biggest killer of any workplace relationships is gossip, followed closely by office politics -- areas any seasoned professional avoids like the plague. Crossing work mates, or getting involved in the affairs of others can ruin a good working relationship, and cut you off from a resource you might be in need of down the road. Easiest thing to do is just avoid getting involved in these situations altogether.
The critical tips and tricks will be stored in the heads of your co-workers, so it's important that you foster positive relationships to keep yourself in the loop, ensure you get the support you need to be successful, and stay ahead of the competition by being the best customer service employee you possibly can; none of which can happen without information and cooperation.
Cooperation from colleagues isn't just about information either. Remember, those people working along side you will be involved in the processes and procedures you'll be relying on to solve your customer's problems. Whether it's cross-department or within your own team, you'll be looking for co-workers to enable you in whatever transaction you are doing, so it's key to foster relationships and make sure that when the time comes, your needs (or those of your customer) don't get put at the bottom of the pile because of bad mojo with colleagues. Tread lightly!
If you don't like team sports, stay out of customer service. Like army soldiers crouching in the ditches avoiding enemy fire, you're reliant on the people most closest to you to ensure survival, so watch where you point your gun and avoid friendly fire wherever possible!
The biggest stumbling block for people in customer service is the overwhelmingly large amount of information their customers demand they have instant access to -- everything from product codes to troubleshooting procedures, all must be readily available to keep transactions moving swiftly. This challenge is compounded by the fact that no company on Earth has a fool proof information system, making it extremely difficult for those on the frontline to easily get their hands on the tidbits of information needed to serve their customers.
No one person, no matter how clever they are, will ever know everything there is to know about their workplaces processes and procedures (although plenty will pretend they do, we've all met them). However, it is much easier for a group of people to hold knowledge collectively amongst them, so long as the environment is there to tap into it; and this is where the hive mind comes into play.
Amongst your team there will be people of varying experience and backgrounds, and this mix of knowledge is generally how most service environments survive. Someone, somewhere in the group, will have already encountered the situation in front of you, and the key information needed to solve the problem. Therefore a frontliners ability to tap into that knowledge bank is critical to their success.
Some companies encourage the use of knowledge bases, blogs, twiki's, even live chat rooms to help give their people direct access; and this is a fantastic way to get the information you need, so long as the person seeking that information has the cooperation of the "hive".
We've all been the newbie in the workplace, and suffered the teeth-grating experience of not knowing anything about anything, needing help for even basic things like the directions to the washroom. We also know that the term "newbies" immediately highlights a distinction between those who've been at the workplace for a while versus those who haven't. This gap can be incredibly difficult to overcome, and it's generally for this reason that many workplaces pair new employees with veterans, to help initiate them into the environment and give them an access point into the hive mind. If the workplace doesn't foster this kind of relationship, then the "newbie" is left with some basic training and a procedural manual, and wished well on their adventures as they begin dealing with customers.
Even if you've been in the workplace for a while, cooperation only works when people actually want to help you, and there could be plenty of reasons why they won't. Professionals know this, and know how to work the environment to make sure they don't get cut off from the support they need to be successful.
First impressions certainly count, and we know that the first impressions you make with co-workers will shape your future relationship with them, so keep that in mind when you break your first bread at the lunch room. More importantly, work out who really knows what they're talking about and who doesn't, what areas each of your co-workers are strong in, and what experience they've had in the past. All this information will be vital in working out who to turn to in your time of need.
Remember also that the biggest killer of any workplace relationships is gossip, followed closely by office politics -- areas any seasoned professional avoids like the plague. Crossing work mates, or getting involved in the affairs of others can ruin a good working relationship, and cut you off from a resource you might be in need of down the road. Easiest thing to do is just avoid getting involved in these situations altogether.
The critical tips and tricks will be stored in the heads of your co-workers, so it's important that you foster positive relationships to keep yourself in the loop, ensure you get the support you need to be successful, and stay ahead of the competition by being the best customer service employee you possibly can; none of which can happen without information and cooperation.
Cooperation from colleagues isn't just about information either. Remember, those people working along side you will be involved in the processes and procedures you'll be relying on to solve your customer's problems. Whether it's cross-department or within your own team, you'll be looking for co-workers to enable you in whatever transaction you are doing, so it's key to foster relationships and make sure that when the time comes, your needs (or those of your customer) don't get put at the bottom of the pile because of bad mojo with colleagues. Tread lightly!
If you don't like team sports, stay out of customer service. Like army soldiers crouching in the ditches avoiding enemy fire, you're reliant on the people most closest to you to ensure survival, so watch where you point your gun and avoid friendly fire wherever possible!
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