Yesterday we posted some funny customer comments which gave us a good laugh. These customer comments also gave us yet another good reason to focus on “the why” vs. “the what.” Even though we all love Happy Customers (as opposed to Angry Customers), some folks can take their affection a little too far.
When we engage with people on the phone whom we have never met, we often paint a picture of how they look based on their voice, tone, or manner. We do it when we speak to customers, prospects, receptionists, and call center agents.
These mental pictures are drawn from our own personal experiences. Perhaps the way an agent sounds is reminiscent of someone from our past. This person may sound like a high school sweetheart so naturally we paint this person as attractive or with the same hair coloring or body type as we remember. We then alter the interaction with our perception of this person. Perhaps this leads us to be extra nice or even flirtatious. An agent might also sound condescending in their tone of voice which changes the mental picture to be one more negative. Perhaps this situation reminds us of a former boss or supervisor. Then to conversation is very different as the reaction is as if we were speaking with that individual rather than the call center agent.
When dealing with customer service via the telephone, consumers have very little to frame the expectation beyond the perception of the company and naturally rely on the tone of voice and how an agent “sounds”. This is why many agents are trained to “talk with a smile in their voice” and coaches focus on the greeting and delivery to underscore and maybe uplift the company reputation.
In our final part of this 4-Part Series, we’ll take a look at the customer who doesn’t appear to have a true reason for saying what they say. Or do they?
- Where Are You on The Spectrum of Agent Performance - July 27, 2017
- How many things should be measured on my Quality Monitoring Form? - May 17, 2017
- Best Practices for your Quality Monitoring Form - May 12, 2017
- What is the best scale for customer satisfaction surveys? - May 8, 2017
- How to take action with Call Center Analytics - May 1, 2017
- How many calls should agents handle in an hour? - April 19, 2017
- You are Doing First Call Resolution Wrong - March 31, 2017
- For People on the Verge of Tripping on the self-service Line - December 6, 2016
- Justin Robbins CCDemo interview takes me back to Kindergarten - November 4, 2016
- How many chat sessions can agents handle? - September 9, 2016