Identifying Superb Customer Service Employees
A standout customer service employee make themselves known.
You can see it in their speech, often by how they say their words, in addition to what they’re telling you. The undertone of a conversation between a customer and a talented service representative usually involves a lot of caring and understanding by the representative. This tells the customer that they’re not only valued, but integral to the company strategy.
Nordstrom’s clothing store has a prototypical customer support process, that’s headed by their employees at the service desk. They’re willing to perform all of the vital functions needed of them. And the customers reward their diligent services by being loyal to the company.
Customer retention is the ultimate goal when it comes to using standout customer service employees in your business. For more on this subject, watch the video from OpenView Labs featuring Bill Price.
Remote work is the new norm, so is it time to institute a “right to disconnect” policy for your team?
The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.