Customer service surveys, used to get valuable feedback through objective data collection, are being done to death. Managers need to find a way to step out of the box while still getting the data and insight they need to provide the best possible customer service experience for their loyal customers.
1. Buck the #trend. Instead of the standard online or phone survey quiz (or, if need be, in addition to it), walk on the wild side and ask key (or representative) customers out to lunch or coffee. Engage in a face-to-face discussion about what you’re doing well and where you’re coming up short. Make it direct, make it productive, and make it count.
2. Serve, don’t sell. In the zeal to upsell, many customer #service departments build in sales pitches. Between pre-recorded on-hold messaging and obvious attempts to up the ante, these can backfire and make customers recoil. Just help, offer genuine, good suggestions, and let the process unfold from there. If there’s a legitimate upsell opportunity, embrace it. Just don’t push it artificially.
3. Throw away the “I’m sorry…” script. Has every customer service department instructed its reps to apologize? It sounds scripted and often insincere. Resolution and authentic discussion is what most people want—not phony sympathy. Unless there’s an #authentic need to be sorry, offer up your best strategy to solve a problem or meet a challenge—then back it up.
4. Tell the #truth. We’ve all had enough “fake news.” The ultimate “lie detector” known as social media and increasing consumer buying savvy are making companies “show up” or be shown up. People instinctively can root out deception. Now, they have anecdotal and empirical evidence to support their assessments. Be squeaky clean when it comes to honesty. Your reviews and rewards depend on it.
"Get out of the customer service box and stand next to your customers."