In today’s fiercely competitive marketplace, exceptional customer service is no longer a nice-to-have–it’s a significant differentiator. To savvy customers, a vendor’s customer support function—backed by a strong customer-centric culture—is as important as the quality of the products and services it offers.
The customer service challenge
Despite this reality, many organizations fail to deliver the exceptional level of service their customers expect. Studies show that 85 percent of a message’s impact stems from how it is communicated, while content only accounts for 15 percent. So, while it may make sense to encourage your customer service agents to focus on the hard facts of a message, it’s actually their soft skills—their ability to relate to the person on the other end of the line—that allow them to connect with the customer and facilitate a meaningful and effective interaction.
The heart of the matter
To reach this level of service and build strong relationships that resonate with today’s consumer, customer service agents must be trained to look beyond the task at hand and empowered to connect with their customers. This starts by revisiting the traditional highly-pressurized, task-oriented customer service practices of the past, and replacing them with psychology-focused methodologies and tools to help employees connect with their clients.
Through objective theory, introspection, and teamwork, customer service agents can strengthen their ability to understand themselves and their customers, build stronger connections, problem solve, and resolve conflicts. This focus on soft skills has far-reaching effects—but most important, it allows employees to see their customers as unique individuals and identify opportunities to deliver exceptional customer experiences.
A methodological approach
An advanced customer service program is most effective when it’s built on a clearly-defined structure, embedded into organizational culture, and based on measurable skills. By taking this type of approach, organizations can:
• Shift the customer service mindset from task-based thinking to relationship-based thinking
• Improve employee self-awareness and management of emotions, both in themselves and others
• Increase staff and client retention
• Boost customer satisfaction levels
• Enhance brand awareness and reputation
• Measure the efficacy of the customer service experience
Creating a remarkable customer experience
Every company stands to benefit from stronger customer relationships—but to succeed in this arena, you must become a customer-centric organization. Circle & Square offers customized training that helps place human relationships at the core of your organizational culture—and ensures your customer service experience is something consumers want to tell the world about.