Calling a couple of customer support teams recently has been a trying experience. On both occasions I got straight through to a person who listened to my query and passed me to the right person. My questions were answered. So why were those calls trying?
Someone, somewhere decided that agents have to be friendly and gave them perky scripts. So for a good couple of minutes I had to bat off questions about my day (and when I said, I need to get back to work, about my job). It can be too much.
It made me think of equality and equity. Equality is giving everyone the same thing. Equity is giving everyone what they need to achieve their goal. In Customer Experience Management, we should not treat all our customers the same. We should give them the experience they need. So, when you are training your customer facing teams, help them understand when perky is welcome and when efficiency would be preferred.
What is your preferred style of communication?
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I’m Michelle Spaul and I regularly post on LinkedIn to share thoughts and insights about #CustomerExperience and #BusinessGrowth.
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