In our experience, CX Teams are incredibly open and truly value customer service training, to strengthen their growth mindset and communication skills. They key behaviours, that we strive to achieve, is to always remain positive, calm and empathetic, when managing a challenging customer conversation on email, phone or face to face.
CX Team members inherently know that making a customer feel valued and cared for, is the platinum standard they strive for at every opportunity, as they know, that is how a customer measures fantastic experience.
Why ‘Care’
The business case is clear for ensuring we strive for a culture of absolute care.
To build a sustainable and profitable business, ensure that all your strategies measure one outcome – how much are we absolutely caring about the customer
Key research has unequivocally confirmed the business case;
PWC’s ‘Experience is Everything Get it Right’ Report, noted that globally 75% of customers value human CX over automated CX
The Walker Study Customers 2020: A Progress Report – Walker Information noted, that by the end of 2020, customers will value ‘service experience’ over ‘price’ as a key brand differentiator.
Thankfully the Solution is Easy
Source: superoffice.com
Key areas you may wish to focus on, to strengthen customer ‘care’ experience:
Action 1
Know what your customer is ’actually’ saying.
Critically review both inbound and outbound communication, i.e. what exactly does a customer ‘say’ on email, phone and face to face when:
Asking a Question
Making a Compliant/ Being Objectionable
Asking a Question
Action 2
Develop communication tools for your CX Team
Following on from Action 1, ensure your Team are provided with communication guides on ‘what to say’ and ‘how to say’ when managing customer interactions on email, phone and face to face so the customer feels valued throughout the interaction.
Action 3
Strengthen your CX culture of being ‘the best place to work’
CX work environments are generally at non-stop pace in managing customers, so it’s very easy for CX Team members to feel demotivated after a negative customer experience. Forbes recently published a snapshot from 10 companies who have thriving CX cultures and their message is clear – empower, encourage and celebrate your team so that they love coming to work and thereby this flows onto the customer.
We would love to continue to support your journey – contact (02) 888 33347 or support@binarix.com.
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