The Personal Approach Goes a Long Way in Improving the Customer Experience

Posted by Rodney Kuhn

2/25/16 1:30 PM

Customer_service_dial.jpgA recent survey from the International Air Transport Association (IATA) determined that flight crew performance is the most influential factor when evaluating one’s travel experience. In other words, a simple smile or friendly greeting from a flight attendant can do wonders compared even to extra leg room or a free in-flight snack.

You may be asking yourself, what does this have to do with my business? Well, everything, frankly. The fact that consumers said flight crew performance is so influential just goes to show how important it is that your customer service agents develop personal connections with the customer.

The reality is you could have the most innovative product or service on the market, but if users don’t have a great customer experience, all of that money you have invested in creating a top-notch product or service is essentially wasted.

That being said, how exactly can your agents bring a personal touch to each and every interaction they have with customers? It starts with being personable and professional. Remember that you are dealing with human beings who want to be treated well.

Agents shouldn’t come off as cold or scripted; rather they should be warm, sympathetic and helpful. What’s more, give your agents the freedom and tools to go the extra mile for customers when necessary.

The saying “a little goes a long way” rings nowhere more true than in the customer service space. Your customer care agents are the face of your company. They are often the initial point of contact for first-time customers and, therefore, shape the perception of your business—good or bad.

Make sure that your customer service agents are going the extra mile in cultivating a personal connection with your customers using the few tips and tricks above.

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