Great customer service starts with your front-line employees. They make the first impression, provide the first touch, and act as the face of your organization. Being able to provide high performance service is key to customer retention. Customers today have placed superior service as a priority in their decision making of whether to stay with a company or leave. It’s imperative to find a way to differentiate your service from the crowd. What kind of impression is your organization making through your front-line service agents? How can you empower these agents to support customer success and build relationships?
Whether your agents are in the field or in the contact center, they have the opportunity to go beyond providing basic service. Agents can use interactions as an opportunity to understand customer pain points, gather feedback, identify areas of value delivery, communicate the importance of the service relationship, and advise customers on additional service that can generate value and support success. At PowerObjects, we have found that successful businesses are providing this type of customer-centric service to meet their customers’ evolving expectations. Their service agents are moving beyond simple issue resolution and acting as Service Ambassadors.
Here are three ways you can promote service ambassadorship in your organization:
1.)Emphasize providing value-add service, not sales
Customer service interactions are a great way to promote cross-sell and upsell opportunities, however it’s important to make sure your service agents are framed as ambassadors and not sales representatives when interacting with customers. By providing your agents with the right information at the right time, they will be able to make recommendations to customers based on key information like account or purchase history or even predictive analytics. Value-add service opens the door to creating deeper relationships with your customers.
In order for agents to take the next step to become ambassadors, they need more than just the knowledge to solve issues. They need to be able to understand their customers’ issue, profile, and history. In terms of cross-sell and upsell capabilities, 73% of consumers prefer to do business with brands that use personal information to make their shopping experiences more relevant. By providing agents, field service technicians, or project managers with an omni-channel platform that delivers a 360-degree view of the customer, they will have the background information needed to provide personalized experiences.
Service agents and technicians want to focus their time and effort on providing great service and developing customer relationships. So how do you make sure your ambassadors are maximizing the time they have with customers? Reduce the amount of busy work, redundant data entry, and repetitive tasks required. By providing integrated technology solutions for your service, you can optimize processes, streamline tasks, and eliminate your agents’ need to repeat questions or spend time looking up information across disconnected databases. By making service experience a priority and empowering your ambassadors with the right tools, you can improve worker engagement and in turn, you will see a reduction in turnover and Opex, and an increase in customer retention.
Learn more about how your organization can empower service ambassadors in our white paper: From Agents to Ambassadors: Creating Better Customer Service Experiences. You can download the white paper here.
Stay tuned next week for our next installment on Service Ambassadors when we share a special guest blog post by The Service Council.