Customer service is a case of sudden relationship.. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy.
Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.
CIOs, the threat to IT customer service is not technical mindset – it’s blocked teamwork. Customers want productivity: prevent problems or unite to solve. Consider these 3 blocks and how to remove them.
Customer service and tech support leaders often ask me how to respond to team members who ask: “Why must we treat customers better than they treat us?” You might think this is a cry for fair and equal treatment. Some of it is. The rest is envy. Build fulfillment with these approaches to squelch this debilitating feeling.