Often customer support teams are drilled in process and procedures. The idea is that this speeds up response times, provides a consistent customer experience and reliable responses. So what happens when a team member offers assistance above and beyond the standard code? Is she told that was out-of-line and against company policy?
Is it better to stick with policy and create a legion of mechanical responses with team members just going through the motions? Is it enough to provide brisk responses and then move on to the next person in the support queue?
In a world revolving around social connections, it’s time to look at a broader system where employees can “embrace” customer service. Sometimes helping customers understand the response does more to strengthen brand relations rather than just providing the solution. Some ideas might be providing an online newsletter, FAQ page, and How-to Videos.
Action Item
Ask your support team if they have suggestions for ways they can be more helpful to customers. Find out their ideas on how to implement their suggestions.
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