What if the biggest problem with your customer experience was the way your employees spoke with customers? Are your employees ever perceived as indifferent, cold or uncaring? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?
How Your Employees Talk to Customers is Everything
How they say ‘no’ when no truly is the only option, the way they explain something the customer doesn’t want to hear, tone, empathy, knowing what to say to the customer who just wants to speak to a supervisor – These are delicate interactions that can make or break your customer experience. Do your employees know how to respond with diplomacy, tact and a caring attitude in situations like these?