Many small businesses consider excellent customer service as their main competitive edge to convert the neglected customers of the big players. Despite the importance of this function, many entrepreneurs are still baffled about the right training for their customer service agents.
The good news is that a new study published at Strategy+Business has discovered the subtle signs [requires free registration] to be aware of that will help boost the effectiveness of your customer service operators:
Successful operators, it turned out, speak little and listen much. When they do speak, their voices fluctuate strongly in amplitude and pitch, suggesting interest and responsiveness to the customer’s needs. Operators who speak with little variation come across as too determined and authoritative, but by speaking invitingly, being responsive but not pushy, a skilled operator can let callers find their own way to a sale. “Like a mother speaking singsong to a baby,” says Pentland.
It means we should take a holistic approach with regard to our customer service. Too often we are busy with “major” activities, such as writing the best script for our agents or crafting wonderful loyalty programs. Unknown to us, we can achieve victory in small ways like adjusting the tone of our voice and taking time to really listen.
Via Business Pundit
