How to Engage Employees for Better Customer Service – Part 2

You’re 14 times more likely to sell to an existing happy customer than sell to a new customer[1].

And what makes a customer happy? 38% of them say that personalized customer experience is the key[2].

 

One of the best ways to begin to create that personalized customer experience is a conversational and easy to understand service strategy. To achieve this style, Customer Service Representatives (CSRs) must be appropriately trained.

Of course, this should be achieved through comprehensive CSR education programs.  But our recent experience has shown that a little creativity can supplement that conventional classroom training, and take the reps’ understanding that much further.

In my previous post, I shared a successful example of an internal incentive program that motivated and engaged employees, and helped us meet client goals. Here is another example of how to motivate your team to improve customer service with little to no cost and high return for the company.

B-I-N-G-O

We recently launched a “Bingo” game, including a Bingo Card with 25 squares, each with different “interactions” that help the consumer feel more connected to the clients’ brands. Each square tells the agent what they need to do to get that square.  Some interaction examples on the card included:

  • Acknowledge customer’s loyalty in an unusual way
  • Cross sell your favorite product and ask them to try it
  • Duck under the umbrella of concern – show you care!
  • Find out the consumer’s personal interests
  • Share your favorite recipe and ask the consumer to try it
  • Find a creative way to close the call (make them laugh)

Leadership then determines if the interaction with a consumer covered the requirements to win the respective square. When reps reach Bingo, they are awarded with various incentives — an extra day off, preferential shifts, etc.

Results

The Bingo challenge changed the way reps speak to meet the consumer’s informational and emotional needs. Agents started engaging with consumers at a more intimate level that conveyed a sense of familiarity, without crossing boundaries. They learned to give consumers something extra that they weren’t expecting; to surprise and delight them and make their call memorable. And customer recognition came soon as well – in just two months, as a result of the Bingo challenge, our program’s Net Promoter Score increased by nearly 10%!

 

I hope this gave you some fresh and unconventional ideas on motivating and engaging agents to improve customer service.  Have you had success with unconventional engagement programs? Let me know in the comments.

 


[1] http://blog.capterra.com/10-surprising-customer-service-stats-for-2016/

[2] Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009

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