![]() The situation, despite all the “good news” from their CSRs, has yet to be resolved, of course, which I’d consider, on sum, to be very bad news – at least in terms of my ability to leverage the service I’m paying for to recruit candidates and build a pipeline. This ‘good news’ mantra, it seems, is part of their conflict resolution script, as I was offered similarly spurious “good news” during each of my previous two attempts to resolve a technical issue – better known as a “bug,” if you want to get all technical and stuff – that has rendered my subscription nearly unusable throughout the past year. To build out a program of classes, you need to identify the most important customer service skills.Turns out there’s good news, there’s bad news, and there’s LinkedIn Customer Service. At least, this was the discovery I made after an excruciating 25 minute long phone call with a LinkedIn “Customer Service” representative (and I’m using the term loosely), who, after making me more or less jump through hoops and barrels for a half hour of my life that I’ll never get back in a frustratingly futile attempt to troubleshoot what I had thought was a fairly straightforward and simple issue, had the audacity to tell me, just when I was about to snap, that she had some “good news…” But for talent development leaders, the main objective is to offer access to online customer service training that is both channel-specific and applicable regardless of the mode of interaction. There’s plenty of discussion in the customer service world about how to best piece these channels together for the most effective support strategy. While some companies struggle to respond to email quickly, the asynchronous channel allows customers to have claims resolved without actively sitting on hold, waiting for answers. And while chat has taken some of the volume away, email is still critical to customer service. Email Support: Before instant messaging, there was email customer service.These emerging digital channels bring a new level of convenience and automation to customer service. Messaging: Chatbots, instant messaging, web chat.These systems save time because they can qualify customers and route them to the proper support rep rather than forcing long hold times. Interactive Voice Response: When live calls proved too inefficient, IVR systems came in to automate some of the process.Minimizing hold times and making time to resolution as efficient as possible are critical to live customer service success. Live Phone Calls: As digital channels take hold, many consumers still prefer an old-school, real-time phone conversation to handle problems.The next step is to identify which types of customer service are most valuable for your business. Recognizing the importance of customer service and understanding its value will help put you on the right path. When your team has the right set of customer service skills, they’ll be able to reduce friction in the support process and avoid backlogs that harm overall experiences. Reduced Time Spent Solving Problems: Speed isn’t everything in customer service, but it’s important.While stories about negative experiences are more likely to surface than positive ones, exceeding customer service expectations will get consumers talking about your brand. On the contrary, word of mouth is more alive than ever. Increased Brand Awareness: Some say that word of mouth marketing is dying in the age of social media and online reviews.Great customer service helps create trusting relationships with consumers and continuously strengthens loyalty. ![]() The Ability to Build Trust: What reason do customers have to trust your brand? Markets are more crowded than ever and if your customer service doesn’t meet (or exceed) expectations, customers will go elsewhere for your products/services.The importance of customer service comes from: You have to recognize why great customer service is so valuable. ![]() However, you can’t simply offer online customer service training and expect to automatically maximize ROI for the business.
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