Robin SinghRobin SinghNovember 15, 2017
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8min311

Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing bad words your way and provide them with guidance is a serious challenge.

However, it is very important to read between the lines here. Although a frustrated customer is impolite and rude, they are actually revealing information that may be valuable for your business in terms of revenues and reputation. So, next time you get yelled at, you should pay attention to six aspects of the situation. Doing this will enable you to remain calm and peaceful, gather data, and assist your angry customer with a smile.

1. They have the buying power

It is impossible to lead a business without customers – the good ones and the bad ones. Your target audience has the buying power and, if you extract it from the business equation, your company will go through the process of stagnation, which isn’t good for the numbers.

Therefore, a frustrated customer is still a customer. Whether you’re communicating with them in person or via live chat software, it’s quite necessary for you to develop thick skin and be attentive to any kind of customer that comes your way. Naturally, people saying that “I want to speak with your manager” can be a great source of stress, but you need to find a way to deal with them.

2. First-hand feedback

When you finally learn how to behave with rude customers, you can start paying attention to relevant things happening during this process of confrontation. I’m sure that your business, like any other, dedicates a part of your funds to gathering feedback from your customers.

So, a frustrated customer is exactly that – the first-hand feedback you’re on the lookout for. Without a need for surveys or polls or some other method meant for data gathering, you will be able to receive valuable pieces of information.

3. Improve your offer

Most angry customers who built up their tension on the way to your store or while waiting for one of your agents to answer your live chat software are disappointed. That disappointment is usually a result of a misunderstanding that formed their expectations which were not met in the end.

What I mean is that the product they purchased has a different purpose in comparison to what they are in need of, or it’s not up to the level of quality that’s implied in the description. With first-hand feedback, frustrated or not, you can use the data gathered to improve your offer, repurpose some of your products, and bring quality to a new level.

4. Getting rid of purchase choke points

If the source of frustration of your complaining customers isn’t about the product itself, it’s probably related to the rest of your business model. So, it’s either regarding the purchase or delivery process, and hiccups like this are not a mark of professionalism.

Therefore, a frustrated customer in need of your product had a problem navigating your website, or their delivery was late or not up to the mark. Choke points such as these should be eliminated once and for all, and your angry customers will show you exactly how to do that by pointing fingers to the part of the process they found problematic.

5. Develop the skills of your sales team

The harsh truth is that some of the frustration may come from your sales team; when a customer can’t get a piece of information they need or the right kind of assistance. This situation will inevitably lead to the involvement of a superior, but there is a positive aspect to it.
For your sales team to be maximally attentive, continuous training is necessary.

Business trends change and your team needs to be updated with the latest ones to provide your customers with quality treatment. So, when a frustrated customer expresses their lack of satisfaction with a member of your team, you will have a clear pointer that shows which individual needs further development.

6. Information about your competition

The next situation must be familiar to you; a customer is frustrated with your offer and one of the things they say in the moment of anger is a threat. When a customer threatens you, they will never again make a purchase from you because they will go right to your competition, and this isn’t really music to your ears.

However – and although it was in the form of a threat – you should read between the lines here. When a customer is frustrated, they won’t really hesitate from getting into details and they will unconsciously share pieces of information that, if used right, may be of high value to your business. Therefore, listen very carefully what your angry customers have to say because they might accidently share some well-kept secrets of your competition.

Keeping this in mind, your next stressful situation can be turned into a goldmine. Not only that, but you’ll be able to not take everything a frustrated customer has to say personally, and you’ll be able to pass on very handy tips to your superiors and be aware of your own skills that need further development. Not a single situation in the sales business is bad – you only need to find the right angle and use it to your advantage.


Robin SinghRobin SinghAugust 11, 2017
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10min88

Ever since the online communication channels started to change, so did the preferences for customer service. Through the process of adaptation to fast technology development, live chat agents gained to prominence to improve customer experience. The era of telephone calls and emails for contacting the support service isn’t preferred anymore because everyone wants an instant solution. Now, we have live online chat sessions to guide us in real-time. In fact, this simple solution has proven its ability to improve customer satisfaction rate.

In simple words, a live chat tool is proficient in making customers happy. But choosing the right platform is also important. According to an Online Customer Service study, many struggled with personalized interaction because the chat agent didn’t share their insights and gave only generic answers. In such a scenario, collaborating with a tool that is capable of evaluating the performance of the agent’s matters.

A proper work ethic, quality of service, and productivity have to meet the company’s main goal, so a series of reports helps to assure maximum efficiency and detect issues ahead.

Assessing an Agent

A live chat agent’s work many times isn’t restricted only to the office. They can work remotely over a stable Internet connection. That being said, the volume of chats, the chat’s efficiency, and the agent’s hours online are measured as indicators of productivity.

Although the high number of chats are perceived as a positive thing, the quality of communication is what counts the most. In order to take everything into consideration, reports provide answers to these crucial questions:

  • l How many hours did the agent spend interacting with clients contrary to hours spent signed off or “away”?
  • l How many chats did the agent accept?
  • l How many chats did an agent turn down or pass off?
  • l What was his conversational commitment to solving the customer’s issues?
  • l Did an agent use specific questions instead of generic ones such as: “How can I help you”?
  • l What is the average time taken by an agent to accept and respond to chat requests?
  • l What is the percentage of mismanaged chats by an agent?
  • l What are the agent’s multi-channel attribution and multi-tasking skills?
  • l What are the agent’s customer satisfaction score and ratings?

Real-Time Response

A highly effective chat agent should be able to respond within seconds. While analyzing the average time of the agent’s first response, the reports don’t include the automatic greeting which opens up the conversation. The real statistics measure and show how much time passes from the first message a customer sends to an agent to receiving a response.

If an agent takes a long time to respond, this could mean two things. Either the agent is not good at his job or the support system resources are limited, hence slowing the agent down. With reports, one can provide an insight into the things that need to be fixed, so the set response time can be improved.

Chat Duration

What makes an agent unequipped for the live chat duty? Not knowing the answers and transferring the chats to others. The professional agent should know how to engage customers, give correct answers quickly and not prolong the conversation or go off topic.

The overall customer experience should be top class and on point because the reports measure the agent’s efforts for resolving customers’ issues as well as the total number of replies customers send from the start to the end of the conversation.

Communication

Another quality that must be evaluated is the agent’s thinking and replying process. When customers contact the support, the given service should be enough to resolve their concerns and assure they don’t have to open a new query on the same subject. On that note, the agent should think proactively and anticipate future customer questions.

Apart from the average chat duration, reports also provide a closer look into the efficiency of the service and the agent’s problem-solving skills. Likewise, a good agent must promote the company’s products, so the metrics track if there is enough initiative that led to a more positive feedback.

Multi-Tasking

Using the reports to track and measure where the customers are connected to and their frequency gives a productive solution for improving customer service. The knowledge of which channels are most commonly used and which questions often come through allows the company to focus their agent’s more effectively.

Live chat agents should be comfortable switching between channels and using diverse tools during a conversation to provide an excellent customer service. Some of these tools may include a business website, user/product manuals, knowledge base systems, product management, etc. With an additional set of reports, enterprises can investigate if the agents use the provided tactics efficiently, as well as gauge their ability to quickly switch back and forth while providing customers what they require.

Feedback & Ratings

Allowing customers to rate agents’ performance is yet another benefit in determining each agent’s engagement and quality of service. Collecting these reports or conducting a small chat survey helps improve your support service in the long run.

Monitoring and managing a live chat system, including customer feedback through reports is an easy process that accurately detects system or agent faults. Also, this way of customer support management helps decrease and fix those mistakes in real time, as it is the essential part of keeping and attracting more clients.

The Takeaway

The role of reports is to measure the agent’s productivity, performance, quality and service ratings. By collecting valuable data, corporations can identify the requirements for improving customer experience. One of the ways to do so is through obligatory employee training, which is a popular method incorporated in numerous successful companies today.

The training can be done remotely, saving costs and time, while managers have an unlimited access to productivity reports in real-time. It is a win-win situation for every party involved, as it guarantees customer satisfaction and revenue growth. So tap into the live chat potential and empower your agents with knowledge and reports.

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Robin SinghRobin SinghJune 19, 2017
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10min153

An old proverb “knowledge is power,” was initially derived from a closely related Latin aphorism first used in a work by Sir Frances Bacon then later published verbatim as scientia potentia est, by his secretary Thomas Hobbes in his original work Leviathan. Despite the fact this term developed during Shakespeare’s time and was later recycled for an educational program, the value of the underlying concept held up throughout the years. Quite simply: knowledge is undoubtedly empowering. From a business standpoint, this philosophy is critical for maintaining productivity & engaging potential and existing customers.

Delighting Customers from the Beginning

If you look at a case by case scenario, it’s clear that different, specific experiences have the ability to either please or disappoint a customer. Addressing these issues truly roots with analysis of the big picture. Building lasting relationships with a customer bases requires attentiveness to a multitude of details.

Though everything in the realm of customer service is important, one component stands above the rest. Communication, starting at the point when a potential customer first discovers your business, is key to converting and later engaging customers. By furnishing information, business begins to build rapport with individuals prior to them becoming customers.

This initial trust eventually transitions to a series of exchanges, evolving into experiences that becomes the groundwork for a lasting relationship. Maintaining this trust with customers requires concise, constant communication as this is the basis for any relationship. Should communication falter, just the same as an interpersonal relationship, experiences turn negative and the risk of dissolution becomes a harsh reality.

Empowering Customers and Employees

Not only is communication important for your customer base, access to information is useful for employees as well. In the following section, we will cover seven key reasons it is crucial to maintain a highly functional data base for knowledge management to improve overall business functionality in an organization.

Enlightenment and Improvement through Education

Thanks to modern web based tools and everything falling into the IoT (Internet of Things) category, information is everywhere. This modern age of technology provides a landscape where people have the capability to be proactive and learn new skills as well as develop additional knowledge on their own.

An ever growing and properly maintained knowledge management system provides both employees and customers a centralized mechanism for this very phenomenon. Provisioning useful information for customers allows them to grow in a way that makes your product or service more useful, hence “wowing” these people.

Improve Accessibility

For a customer, there is nothing worse than feeling the frustration stemming from the inability to easily locate information. Sure, printed literature is helpful to start but it lacks the elasticity to expand when new issues arise or when a new feature is deployed. An accessible database ensures that information is always accessible, harmonizing with today’s business culture that requires instant gratification in order to satisfy the modern consumer. The easier a customer can access information, the better the experience.

Ease the Burden on Customer Service and Helpdesk Employees

Regardless of industry, customer service representatives and helpdesk associates are the frontline for a business. As such, these employees are the initial point of contact in the vast majority of exchanges with customers where the satisfaction level of these interactions directly affects the customer’s overall experience. This means ensuring high morale for these associates is important.

If your frontline team is regularly deluged with a high volume of requests, it exhausts these individuals. Eventually, the weariness will yield less than savory results, such as irritability and ultimately, lowers productivity. The happier these employees, the more productive your business operations.

Reduce Labor Expenditures from Support Tickets

In the same sense as the point made above, diminishing the barrage of requests for information has other benefits as well. Sure, you can open a call center in a region of the world where the costs are minimal but it still needs staff which requires continual expenditure. Rather than putting resources into the development of an additional department, it is far easier and less expensive to furnish an accessible directory where customers and employees have the ability to easily find answers to their questions.

On the other end of the equation, it is incredibly common to hear stories about surmounting frustrations coinciding with calling customer service. Even with a top notch customer service team the fact remains the same: customers don’t want to call customer service. By providing a tool where a customer can find immediate satisfaction, your business is saves money and the individual or organization saves precious time. This is a win-win situation.

Accommodate for Change

Unless your company is part of a highly specialized field where your products will always meet the exact same specifications, facilitating regular change is a necessity. In most cases, change is what keeps the company growing and churning profit.

As businesses scale, new components are introduced for additional services or products. For example, think about the education industry: new curriculum based on ever evolving studies requires constant documentation. Staff and students would be at a disservice without access to new material.

Analyze and Adapt

For the most part, change is initiated with a solid plan in place where the direction and outcome have a clear definition in place. In almost every scenario, no matter how well you plan for the “unknown, unknowns” (i.e. outcomes you didn’t except), unseen issues will eventually surface. Identifying and correcting these issues requires attentiveness and a degree of proactivity to effectively rectify.

One of the ways this can be accomplished is with modern analytics. Though some problems will be expected, tracking issues you did not expect is key for resolution to the unexpected. Addressing new and obscure problems allows those who encounter the inevitable issues to quickly return to a pleased state of mind.

The Magic of Simplicity

The most pervasive theme in the changing business landscape is the concept of simplicity. Think of how the drive-through streamlined the fast food industry, the way online tax services have made an otherwise difficult process accessible to almost everyone or most recently, the way smartphone applications have made everything from ordering a meal to finding a ride virtually instantaneous. Consumers want answers and they want them immediately. The easier someone can navigate information, the better their experience.

By taking these points to heart and implementing a modern knowledge management system, employees will be able to work with greater fluidity. Remember that modern culture demands immediate gratification and accessibility. Equipping business with a knowledge management system is a perfect way to not only commission a better workforce, it’s also a powerful tool to create a customer experience that is nothing short of miraculous. 

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