When it comes time to help a customer, from completing a simple task to resolving a larger issue, how many of you in customer service roles can actually say that you have all the tools and resources you need?
What is missing?
Or, if you have all of the tools and resources, what is holding you back from helping?
Is there lack of training on how to use the available tools and resources?
Are you stuck in a policy net from which you can’t break free?
With so many possibilities out there, Leslie O’Flahavan, the owner of E-WRITE, and I are on a
mission to find out.
And, of course, the best way to learn why is to ask those that are in customer service roles.
Welcome #FreeToHelp – a twist on how to look at customer interactions. Instead of focusing on what the agent did wrong, let’s look and see how they were simply not #FreeToHelp that customer. Our main goal is to give the front line agents a voice – how can service improve with the right tools, resources and ability to be more #FreeToHelp?
You Too Can Be Heard – Take the #FreeToHelp Survey
We begin by launching our survey, of which you can still participate:
The survey boasts 11 questions and should take you about 5-10 minutes to answer, maybe 15 depending on how much time you spend writing optional comments.
We’ve had over 140 participants take the survey thus far. If you’re in a customer service position, we’d be honored to have you take our anonymous survey. If you have a friend or family member in a similar role, please feel free to share the survey. It can apply to any type of customer facing role.
Get The Daily Dish – Straight from the #CustServ Agent’s Mouth
Our survey is 100% anonymous, therefore your name will not be used.
But we want to share some of the juicy comments with our followers, so your comment may show up to open the eyes of those in the industry to look at situations from the agent perspective.
Every day, over on our Twitter and Facebook pages, we are posting updates with daily quotes from real customer service agents on if they are or if they are not #FreeToHelp.
Here’s an example:
We are also posting relevant news stories – so definitely be on the lookout for new articles daily!
Come See Us Talk About #FreeToHelp Live!
The ICMI Contact Center Demo is happening September 25-27, 2017 at the Mandalay Bay in Las Vegas. Leslie and I will be hosting our session The #FreeToHelp Movement from 4:15pm – 5:15pm on Tuesday, September 26.
As the initial data pours through from so many awesome folks who took the time to take our survey, we noticed a common theme:
Many people already feel they are #FreeToHelp their customers.
This is great! But, what can we learn from this? What are these companies doing right?
Stay tuned for more answers soon!
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