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What's in it for me?
Let's face it, no one likes to call customer service. Folks reach out to us because they're already frustrated, have already tried to solve an issue themselves, or have run into some roadblocks in trying to accomplish their goals.
Spreading the word!
When a customer service agent can solve an issue on their own, without having to resort to escalation, word spreads. Reddit threads and Facebook feeds will start to reflect the sentiment that the agents at YOUR company actually know what they're doing!
Keeping up your reputation!
Over time, this will lead to:
Less calls that start off at a high level of upset
Fewer callbacks and shorter wait times
Less cherry picking (also known as "CSR Shopping")
Increased public perception of your organization
Isn't that what my supervisor is here for?
Your supervisor’s FIRST duty is to help you succeed!
They don’t want to deal with irate callers, either – after all, they’re human too!
Fewer escalations mean less time the supervisor has to spend talking to external customers.
This means they have more time that they can devote to you for:
Coaching
Feedback
Assistance
Retraining
Supervisors are evaluated by how well you perform.
So when you do well, they do well too!
So what’s in it for ME?
Fewer escalations means more calls handled with less stress.
A supervisor call is always longer.
A little de-escalation goes a long way!
No matter what, the calls DO affect you.
Happier customers make for a happier CSR, and
happier CSRs make for happier customers!
More calls handled and more contented customers leads to more respect from your team, your coaches, and your supervisors.
You may get chosen for special projects! You could see an increase in your pay, and it looks great at promotion time, too!
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