Years ago a superior of mine shared some wisdom while asking the question, "does your stage crew wear black" and blew my mind. I was a Call Center Trainer at the time and the messages he delivered to my class were insightful, timeless, and transcended experiences whether consumer or business to business.
I alluded to this question in my last post and here, I'd like elaborate on what I gained from that conversation.
To be obvious, and leveraging the Mummenschanz image above, "does your stage crew wear black" asks us to consider how we present during a customer interaction and that one could easily spoil the message with the delivery.
How often have you encountered a representative who for some reason thought it was important to let you know the computer was running slow, that they were having a bad day, there was nothing they could do. How did that make you feel?
You're not focused on me? You don't want to help. Just tell me what you need from me and when do we get to my needs?
Organizations that present consistent interactions create seamless experiences and become trusted brands. That's not to say "cookie-cutter" is best. We all want to work with a representative that can be creative and personalize where appropriate. I once had a Mumbai based tech support agent who upon realizing I was in New England, hit me up about the Red Sox. WIN!
So what to do? Not to over simplify (this conversation could go on and on) however I'll leave this off with a few bullet points and perhaps pick this up another time with more.
Here's my top points for a more positive customer experience:
- Be consistent
- Be positive
- Be in the moment
- Be empowered
Thanks R.A. for all you shared.
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