Don’t Worry, the Customer Only Wants You to Be Perfect
By Scott Tompkins, Enterprise Account Executive, USA
So…. I have this diploma and now have no idea what to do! Anyone else been there after graduation? Being from Delaware, I thought I would try my hand at one of the many financial service companies that call the First State home. My interview seemed to go well and as it was concluding the hiring manager asked me to sit with one of her agents for 30 minutes so that I would have a better understanding of what I would be doing in this role. I sat down and listened to “Steve” take his first call. The caller was a very polite woman who I assume had lived a long, enjoyable life. She was calling to cancel her credit card. I can’t recall all of the dialogue but when she hung up the phone not only was the card not cancelled but she now was the proud owner of the “World Traveler Card.” How did that happen? At that moment, I realized this was not the job for me! What an incredibly difficult position for an agent. How do you show empathy for your customers while at the same time complying with the push to meet goals the company has outlined?
Fast forward a dozen or so years and now I am a seasoned member of the working class that at times requires support from brands I purchase from. My expectations when speaking with an agent are that they will handle every situation the way I would handle it if I was on the other end. Imagine asking an agent to meet each caller’s personal expectations. I really dislike the word “fair”, and don’t allow my children to use it, but my goodness, that is an unfair expectation.
So, what is the answer? For me, it’s automation. When I take inventory of all the reasons I pick up the phone or live chat with a brand, most of those things could be answered in some type of automated fashion or by a chatbot. Whether I need information about my account or steps to troubleshoot a process, I shouldn’t need another person to take the time to help me. Chatbots have evolved in 2017 to be intelligent, easy to access and conversational. They should be used in everyday transactions and leave the “high-touch” scenarios for the agents. Companies should strive to create an environment where customers are able to get immediate support for everyday issues, while at the same time having agents available for consultative help. Companies will not only create a superior customer experience but also help bring sanity back to their agents. Allow the agent to spend their day consulting with customers on new products and offering advice where necessary. Let the chatbot handle the password reset, account balance, and “I need to reset my router” questions.
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