I had a not-so-good experience a week ago that left me so heartbroken, and during this period, I believed that there are things our government could do better about our unstable network connectivity.
I lost a prospective job opportunity because my network wasn't stable. I was pained cause this is was an awesome company whose vision I strongly believed in, the position where I would be of great impact. While I was licking my wounds, I decided to reach out to one of the reps of the Wi-Fi services I had subscribed to their data plans, and I was left mystified with the response I received.
Their services didn't come through at the time I needed them for some reason (stories for another day). Boy! was I shocked? So, I reached out to inform them that I had lost a potential opportunity, and the response I received was that 'I could get a loan to stay connected to the internet. I mean, come on, I just told you I lost an interview and that's the best way you could help? By upselling your services instead of empathizing with me both as a person and a customer then?
Understandably, you have a job to do but I was hoping that I would get a bit of empathy from this person on the other end. Working in customer service, as an agent, your duty is first to the customer because without them, there is no guarantee that you would have a job in the first place.
Genuine empathy in customer service is what sets companies apart today and I honestly opine that hiring managers should always look out for this skill when hunting for talents. Other hard skills can always be taught and yes, empathy can be taught too but wouldn't you rather get someone that has the inbuilt qualities as it saves time?
The difference between great customer service and satisfactory service is having agents who continuously go the extra mile to deliver a positive brand experience. This is one of the qualities that customers look out for in your organization.
How well structured is your customer service team? Are they trained just to do their job only or will they walk the extra mile just to ensure that they leave a positive, memorable lasting impact on your customers?
As a company, you have the power to make a positive difference in your customer's day, and in return, gain a lifelong loyal follower to your brand. Remember that everything starts from the first service rendered. Are your agents empathetic enough to retain your customers?
As a customer service professional, how are you striving to make a meaningful impact during your daily meeting with a customer? Always remember that one small act of goodwill can start a movement. To achieve this, you just need to show a little bit of empathy. Nothing more!
