Post by shiyabul on Aug 19, 2024 6:27:53 GMT -5
It’s about cultivating enough trust in your process that customers are willing to stick around even when you fall short—and it can start with your customer service representatives. Here are four ways customer service representatives can turn trouble into trust, so one hiccup doesn’t lead to permanently alienated consumers. COMMUNICATING CLEARLY AND OPENLY. Failing to communicate clearly is one of the fastest and easiest ways to erode trust.
When devising CX plans, clarity and transparency https://lastdatabase.com/ should be priority Number One for representatives talking to dissatisfied customers. People are very good at noticing when a representative is being evasive, and feeling they’re being told half-truths doesn’t inspire confidence. Customer service teams shouldn’t be afraid to give customers a clear picture of what’s happening behind the scenes.
Doing so should be policy. If staffing or supply chain issues are affecting wait times, be upfront about it—especially if they are leading to less-than-ideal service. Make it standard practice to let customers know how long they can expect their order to take to arrive or their problem to be resolved—and why. Then, ensure representatives can provide clear and precise next steps.
When devising CX plans, clarity and transparency https://lastdatabase.com/ should be priority Number One for representatives talking to dissatisfied customers. People are very good at noticing when a representative is being evasive, and feeling they’re being told half-truths doesn’t inspire confidence. Customer service teams shouldn’t be afraid to give customers a clear picture of what’s happening behind the scenes.
Doing so should be policy. If staffing or supply chain issues are affecting wait times, be upfront about it—especially if they are leading to less-than-ideal service. Make it standard practice to let customers know how long they can expect their order to take to arrive or their problem to be resolved—and why. Then, ensure representatives can provide clear and precise next steps.