Quality Metrics: Care & Concern?

Research has shown that a key driver to customer satisfaction is that Customers want to feel important.  How can agents make your customers feel this this way?  In a nutshell, agents can show that they are Interested, Apologize, Empathize and show that the Customer is a Priority.

Customers want to feel that the agent WANTS to help and can relate to their situation.  Agents must show that they are interested and ultimately care about the Customer.

Agents also need to follow up on action words and ultimately be proactive at demonstrating that they are going the extra mile for the Customer.  These behaviors move from the interaction being just processed to personalized.

FUN FACT:  Apologizing is NOT Empathizing!  Using appropriate words and statements can diffuse or calm any situation!

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