Measuring Customer Service Experience
Voice of the Customer (VOC) is a term that describes your customer's feedback about their experiences with and expectations for your products or services. That's the simplest definition I can think of, don't complicate the meaning because the simple definition I provided is already complicated. Why? Because in reality, even you do everything to please the customers, there's still a chance that they will think of their negative experiences instead of what you did to them during interaction.
Why does VOC fails:
I created this simple guide to provide excellent Customer Service Experience and get a Highly Satisfied rating on VOC survey:
1. Bad Tone of Voice & NOT Understanding customer’s concern right away:
Once you open the call, express your willingness to help.
Customer will have their impression on the first 5-10 seconds of the call. Without the willingness, customer might ask for another agent who they think can help them.
Build the trust of the customer from the opening of the call.
Make sure you understand the issue without asking them same questions over and over again.
Listen actively and DO NOT ASSUME.
2. Lack of Empathy
Empathy is very important and along with it is the assurance that you will provide a long term resolution on the issue.
Empathize once you hear the customer’s concern, and you have to invest a little emotion when delivering empathy statement, otherwise the statement will only be a cliché.
Apologize and always provide options, customers need those options and that will show them they are valued.
Empathize in TIMELY MANNER.
3. Lack of Product Knowledge
Know your products, otherwise you will provide incorrect information to our customers.
Read your documents based on customer’s concern, by doing so, every information you provide to our customers are correct and accurate.
Always educate our customers on how they can maximize the value of their services
4. Failed to explain in CLEAR & CONCISE manner
Be Direct and accurate.
Be articulate, customer should understand every word you tell them.
Do not confuse the customer due to unclear explanations.
5. Not providing relevant Options
Every customer wants to feel they are valued, they want options like Self-Help or “Do-It-Yourself” options. This will make them feel they are valued and customer can fix the same issue on the next occurrence.
These are just sample guides to let them know they're valued, but each company has their own way of showing that customers are important, NOT always right but ALWAYS important.
