#2 Lack of Attention
Nothing is more frustrating than having to explain again what you just said to the agent on the phone. One must pay attention to what the Customer says.
Nothing is more frustrating than having to explain again what you just said to the agent on the phone. One must pay attention to what the Customer says. Your team must be trained on how to pay undivided attention to what the Customers say. They need to show interest and must collect the information in a way that such information does not need to be asked again. The people interfacing with the Customer need to be smart, attentive, curious and interested on knowing more to provide the best possible service. All courtesy will be lost if the Customer feels like it is fake and they certainly will if the person talking to them doesn’t pay attention to what they have to say.
This attention goes beyond the moment when your people are talking to the Customer. Your company MUST have a system where your employees can input and manage all your Customer’s information. The choice where you can choose a CRM tool or some other a technology to help your team to deliver the best possible experience. Nothing is more frustrating for a Customer than having to repeat the same information all the timeover again. That can leave the impression that you do not care and do not understand what your Customers need—being treated by someone who knows what you need and does everything to make you feel comfortable good and secure about how they are going to solve your customer’s needs is a very comforting position to begin change. Imagine staying at a hotel. You give your information at the front desk, go to the hotel’s restaurant, and all of your movements like your information, preferences and behaviours can be entered into a data system, so when you come back the other day to the same restaurant, the waiter knows who you are and what do you like. They know that you drink diet coke with a slice of lemon. So, when you siat at the table the following day, the waiter can see what you like to drink and already asks you if he can bring your diet coke the way you like want it, and that gives an impression that wow, this restaurant cares about me. The waiter never saw you before, but he is using the data of the night before to serve you, that is personalization and delivering a warmer customer service, and after that, you are thinking: “this hotel is the best place in town.” That is why technology is so important, but it is only important because it can empower you and your employees to provide a more efficient experience and provide you with the superpower to enchant your client to come back for more.
We talk more about that in the webinar with Gabe Larsen. Take a look in your Experience Hub for more insights like this.