Offering a listening ear is perhaps the most important skill in these times. Someone who listens is exactly what customers need now more than ever. One of our customer service representatives, Linda, shares how she makes a difference by listening to her customers. Linda also gives some good tips for parents working from home.
Do you notice that customers are reacting differently in the current times?
“Yes, I especially notice that while customers are understanding, when it becomes personal, people become emotional more quickly. I try to take a little more time for them then. I also spend more time with older customers who now need a bit more of a chat and help. A listening ear where needed is simply important.
Can you give an example of that?
“I mostly listen to my instincts. Customers appreciate it when you think along with them and sometimes step slightly outside of the script. This can be necessary to then come up with an answer that provides a solution for both the customer (client) and the caller. Today, for example, I spoke to someone who wanted shoes picked up by DHL. They had managed to register, but hadn't received a confirmation. I advised them to wait until the pickup time had passed and then possibly take them to a drop-off point. The gentleman had said he had plenty of time since he had to stay at home. We ended the call with a laugh and I received a friendly thank you for thinking along. When you occasionally go that extra mile, everyone is happy.
“By going that extra mile, we make customer contact personal and ensure satisfied customers.”
Linda, Customer Expert at ContactCare
This work requires a lot of concentration and some conversations can be very intense. Do you have any advice for parents working from home?
“I have been working from home on Mondays and Fridays for a long time, and I have rules for my children about what they can and cannot do. They are used to it. Of course, things are different now, but the rules stay the same. I have made a schedule for the youngest two so they all have something to do while we are working and my oldest is at school. Fortunately, it works really well. I have made the rule 'when mom is on the phone, we are quiet' and that goes a long way. Occasionally, I also bribe them! If you stay quiet for a bit, you can use the tablet longer later, or get a sweet, or I will cook what you want for dinner.
