Are you running a call center environment? When was the last time you heard a customer say THANK YOU to your agent?
Tracking appreciation on LIVE calls between customer and agent can be tricky, but it is possible. Technology today can monitor and track specific words and phrases, as well as emotions associated with what speakers are truly feeling. As a customer I can say THANK YOU sarcastically, I can say it with hesitation, or I can say it with genuine feeling of contentment. Truly capturing the words and emotions relating to the statement is a great opportunity and proof of best-in-class customer service.
Recently I stumbled across some of these phrases shared by businesses, that I think are pretty catchy: “From the company ranked #1 in customer loyalty”, “Americas Most Convenient Bank®”. Personally, I feel these phrases lines are descriptive of both of the businesses using them and I’m confident these businesses try to secure confirmation of such when agents are speaking with customers.
As businesses continue to review opportunities to deal better with customer complaints and suggestions, they may also require agents to make a closing statement to customers such as, “…have I addressed all of your questions today?”, or “…did I provide you with quality customer service during your call today?” As customers, let’s be sure we comment honestly, and when appropriate, say THANK YOU!