As humans, we have an innate ability to de-humanise others as soon as they are not in front of us. Consider how we might generalise the people we see on television, or make assumptions about people working for a competitor.
Over time in your contact centre, the same de-humanising of your beloved customers can inadvertently take place – despite your advisors’ best efforts – simply because your customers are on the other end of the phone.
You might think about selecting a handful of friendly customers and inviting them in to your contact centre to meet your advisors. Depending on the size of your team, you could run a couple of sessions with different customers to ensure appropriate cover on the telephones.
Begin with some questions, such as what makes a great experience for them, how do they like to be addressed, and what can the company do better next time they call? As the conversation progresses, encourage your advisors to start asking their own questions and your friendly customer to ask questions of your advisors.
Over the course of the interaction you will re-humanise the relationship between your advisors and their customer. Remember that there is no ‘them’ or ‘they’ – it is Claire, she is 38, and she has a question that she’d like an answer to.
And don’t stop there. Consider running a session once a quarter to refocus your team on the human side of your work.
Your customers will appreciate the fact that you and your advisors value their opinion and you may be able to leverage this goodwill for further product feedback or customer references.
Have you ever brought customers in to meet your advisors? Do you agree that phone and online communications can de-humanise the relationship with your customers?
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