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June 30, 2010 at 08:00 PM
How do they sound?
This is actually far more important than what you may think. The voices of your customer service representatives are often the first impression that a customer receives from your company. Are they positive, professional and upbeat, or do they sound bored and disinterested? Make some calls and find out for yourself. If you’re hearing less than ideal voices on the line, guess what? Your customers are, too!
What do they say?
Does your team have the necessary training, keywords or call guide so that they’re prepared and know what to say? If not, you’re making it more difficult for your CSRs and creating an environment where miscommunication is likely to occur. Take the time to provide them with the words to guide them through their phone calls. No, they don’t need to recite a script, but an outline or suggestions of what to say will go a long way to making your customer service consistent and clear.
What is their attitude?
Be honest here. Do the CSRs feel appreciated and recognized by the company? Are you providing incentives for good work? If the answers are no, you might want to make some changes quickly. Employee dissatisfaction can dramatically affect a company’s customer service and ultimately its bottom line. If they’re feeling negative and underappreciated, you can rest assured that they will either directly or indirectly communicate this to your customers.
Is their workspace pleasant?
Ask yourself this–Do the CSRs have a pleasant work environment, or is the service department relegated to some dark inside room in the company?
It’s always amazing when companies choose the worst place in the office for the customer service team. These are the individuals who are on the front-line and have the ability to make or break sales. It’s crucial to make them happy! If your CSRs are in bleak cubicles without windows, you might want to rethink their location and configuration before they leave for another company that offers a better place to work.
Are you hiring the right people for the job?
Who you hire can make all of the difference. Consider what skills and experience your CSRs will need to succeed. Beyond that, ask yourself what personal traits you are specifically looking for that will mesh well with the company’s image and philosophy. All of these particulars should be taken into account when interviewing and selecting your team.
