Archive: 2014

I have the pleasure of coaching CSRs over the phone. The ultimate goal of our time together is to raise their Tooty scores. I usually begin by asking, “How do you use your script right now? Do you have it somewhere that allows you to refer to it at a glance or do you write on a script during the call?” The majority of CSRs will confess that they have the scripts in a folder or taped to the wall, but don’t actually use them.

Would your CSRs say scripts work best when-
A) Used as a coaster for a coffee mug
B) Used as a magnet to capture flies and dust bunnies

We all have numbers that we watch intently because at some point those numbers will affect our lives. You could be focused on the score of a football game, the balance of your bank account or the winning lottery numbers. But, if I asked you what your customer interaction numbers have been for the last 3 days, would you know? There are two very important reasons why you need to know these details; they determine staffing needs and ultimately whether you are providing the type of service your customer expects.
How to determine your Customer Interaction Numbers

In training, we try to encourage the CSRs to think like an investigator. That means that they are actively listening to what a customer says and considering those details to contain clues on what is really going on behind the scenes. Those clues indicate what questions should be asked next to really understand the situation. Without probing further a CSR is sure to handle the customer call ineffectively and you may end up with a written letter of cancellation in tomorrow’s mail.
In a recent secret shopper campaign, we called offices around the country and asked how much notice was

Spring makes me look at things in a new way. Nature comes alive with color and people seem to smile more. We shed winter cloths and vow to lose excess winter weight. When we can see change taking place before our eyes, we are inspired to change.
Your office needs to spring forth with newness, too. Customer Service can’t afford to be in a rut. Here are some easy ways to refresh and recharge your team.
Pay it forward
Customer service representatives can often feel like they are in the complaint department as they handle service issues, price increases