Image may be NSFW.
Clik here to view.
If you fly for work or pleasure, even a little bit, you’ve more than likely seen the video (or every so often, live demo) of the aircraft safety features. If your schedule is like mine, you can probably recite your preferred airline’s spiel word for word. Either way, we can all agree on one travel truth: safety videos are boring.
My last flight had me thinking. Do our reps sound like this? Are they this boring? Or worse, do they come off as phony (do ya really want to hear more about my dog?).
The answer is: probably. That’s why it’s so refreshing when you get to speak to someone who takes a different approach to solving your problem. Someone who’s the CSR version of these safety videos.
These videos break the monotony while still getting the message across. That’s what your top performing reps are doing. Taking something that’s complex or frustrating, and guiding you through the solution in a way that makes it feel easy.
As we’ve been learning across this year, there are people out there who naturally excel at delivering low-effort customer service. People who take charge of the resolution and focus on the outcome, but their social nature tells them “just because you have to communicate certain (often boring) information to customers, doesn’t mean you can’t have a little fun with it.” They break the monotony of customer service, and we should be aiming to hire more of them than we are now.
But not all people are naturally this way, and that means you also need to focus on helping your staff to engineer low-effort experiences for your customers. We’ve built tools that will help you to identify the key skills reps need, embed them in your organization, and evaluate performance of the frontline.
http://ceburl.com/1lik
