Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver.
Watch the replay to hear my answers to:
4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?
7:40: How do we push the human factor and the psychological side of dealing with the customer, but still looking at the KPIs of the company?
14:31: How do we move the call to closure when we can’t give the customer what they’re asking?
17:33: How do we convince upper management that our language needs to be personal and not generic in chat and CS response?
20:35: How do you conclude a call when a customer continues to talk and vent, even though you’ve offered the available options?
50:20: German standards are very different from US standards, and my challenge is to wow customers, but quality points are wearing the agents down.
And lots, and lots on quality assurance!
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