For those that are not, think about the following: Once you have nailed out the details of the implementation process, you must pitch your plan to the customer.
You should walk through the details of your solution and be open to their feedback.
With practice and continual feedback from management, call center agents will implement these steps with relative ease.
Doing so will go a long way to providing top-notch customer-centric customer support.
It is important to go into the pitch with an open mind, ready to make adjustments to your well-thought out plan. Once you, your customer and your team are all on the same page about the solution, it is time to execute.
During this time it is important to continually check in on your progress to ensure that you are meeting your deadlines and are within your budget.Do this by collecting quantitative and qualitative data.Ask the customer how they feel about the solution, if it met their expectations, if it has improved the way they use your product or service, etc.As companies adopt a more customer-centric approach to conducting business, they are placing a larger emphasis on enhancing the quality of service their customer support, technical support and sales agents provide.Thus, sticking to the script simply won’t do anymore.This may seem simple, but as any seasoned call center agent knows, sometimes isn’t so straightforward.To help with this first step, ask yourself the following questions: Once you have clearly identified the problem, summarize the problem to the customer and get verbal confirmation that they agree that the problem you identified is the problem they called in about.For example, if a bug in your software is causing your customer to manually enter information after hours, you might feel sorry for them and say so (e.g., “I am really sorry for all of the extra effort.I can understand that you are frustrated.”), and tag their issue as normal priority.To help with this, ask yourself the following: Once you have evaluated each possible solution, select the most appropriate and move on to the next steps.Some solutions are very straightforward to implement.