Have you ever interacted with a customer service representative and it seemed like you were in two completely different conversations? No matter what you said the agent would include something in their response that seemed out of place! Let’s take a look at what may be the cause.
Most customers want a personalized experience, but as managers, we have an ingrained need to control everything our agents say. This can be the death of agent CSAT and company CSAT. When an agent is scripted too heavily, it takes the humanity out of the agent – turning them into a robot. There are times when a script is necessary; maybe you have legal disclosures.
What are some steps you can take and questions you can ask to ensure your agent can relay an idea with minimal structure?
1. The recruitment process should include ways to test an agent’s ability to relay an idea.
2. Hire agents with a background in free-thinking, blogger perhaps?
3. Is this script necessary? Is there a business reason for this script?
4. Are you coaching for the outcome or for following the flow?
Another great question to ask is “Am I the problem?” Sometimes we are so set in our ways of doing something, we don’t realize we’re the problem! Don’t be afraid to welcome ideas that may be different than your own. Incorporate your agents in process creation. As we move up the corporate ladder, we get further and further away from the frontlines and our ability to see what’s happening is blurred. The majority of your agents know how to provide a great customer experience. Take the handcuffs off of your most valuable asset and FREE YOUR AGENTS TO WOW your customers!