You should feel good about yourself and we will find it is easy to give great customer service.
Rapport with callers is best supported when rapport exists between the team leader and agents and between agents themselves. This helps deliver great service as agents will support one another, keep promises on behalf of one another and take ownership to find solutions for customers. It will feel easy to do business with contact center and this is the essence of great service.
Great banking customer service comes from a great internal culture.
Whilst it is vital to develop and support the front-line staff, it is also important to develop the rest of the service chain, who might be delivering critical parts of the service. Middle and back-office staff, processing officer, branch staff, receptionists or other representatives need to be aware of the high service levels needed in the work they do, even if they feel they never see or speak to a customer directly.
If these areas understand how they can support the contact center staff and communicate what the contact center staff can do to help them, it helps to ensure that a ‘them’ and ‘us’ culture does not exist, where finger pointing and blaming abound.
Equally, senior management should role model the values of great service, communicate well and encourage people to challenge the status quo if it helps improve the customer experience.
Rapport with callers is best supported when rapport exists between the team leader and agents and between agents themselves. This helps deliver great service as agents will support one another, keep promises on behalf of one another and take ownership to find solutions for customers. It will feel easy to do business with contact center and this is the essence of great service.
Great banking customer service comes from a great internal culture.
Whilst it is vital to develop and support the front-line staff, it is also important to develop the rest of the service chain, who might be delivering critical parts of the service. Middle and back-office staff, processing officer, branch staff, receptionists or other representatives need to be aware of the high service levels needed in the work they do, even if they feel they never see or speak to a customer directly.
If these areas understand how they can support the contact center staff and communicate what the contact center staff can do to help them, it helps to ensure that a ‘them’ and ‘us’ culture does not exist, where finger pointing and blaming abound.
Equally, senior management should role model the values of great service, communicate well and encourage people to challenge the status quo if it helps improve the customer experience.
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