It is no secret that T&T’s customer service industry standards have a lot of room for improvement. It benefits no one when there is a lack of communication in any customer service exchange. In fact, problematic exchanges between the customer and the employee almost always result in a loss of sales, loss of profit and ultimately a loss of positive brand reputation. As such, the solution is simple. Businesses that are involved in the service industry need to invest more in employee training.
A simple way to improve your company’s customer service is to invest in mediation training for all members of the company. Mediation is an alternative form of dispute resolution that does not involve court or litigation. Instead, it involves a trained third party mediator that helps two disputing parties come to a mutual agreement. The process of mediation itself is one that aims to facilitate fair and satisfactory results for both disputing parties. It is premised on 3 simple and direct techniques that employees can adopt to achieve top notch customer satisfaction.
Mediators are trained first and foremost to listen. When a problem arises, whether in the home or the workplace, the wisest thing to do is to listen to the other person’s concerns. In the heat of the moment, it proves difficult for many persons to listen to the individual with whom they are opposed. However, trained mediators will know how to take an unbiased step back, listen and assess the situation accordingly. Imagine if this simple technique was employed in a customer service interaction.
Too often, customers complain about the robotic, insincere, seemingly scripted responses they receive from CSRs when seeking assistance. If CSRs were trained to simply listen to the concerns of their customers, there would be a dramatic shift in customer satisfaction. This can avoid miscommunication, misjudgments and many other issues that arise during customer interactions. And if for some reason there is still some miscommunication or misunderstanding between the customer and the customer representative, they should consider the frustration of the customer. To put it simply, they must put themselves in the customer’s shoes. More often than not, the customer is not aware of information the employees of a business are privy to. As such, what may seem obvious to you, will not always be obvious to them. Professional mediators will remember to be neutral and to consider what brought the disputing parties to a place of frustration. In the same way, CSR’S are encouraged to not just listen, but to propose a solution that would make the customer happy and benefit the establishment.
When things become exceedingly heated, the intervention of a trained CSR can make all the difference in the world. The professional mediator should always seek to de-escalate an inflammatory situation. In today’s world where customers can freely relate their experiences with a company on social media, which affects brand perception, employees trained in mediation are needed to transform potentially damaging customer encounters into positive ones.
An untrained CSR in conflict resolution is ultimately bad for business. Mediation is an easy fix for customer satisfaction, customer retention, and customer loyalty. If you want your business to grow, invest in mediation training and change the face of customer service in T&T.
The Dispute Resolution Centre is T&T’s #1 alternative dispute resolution agency dedicated to giving individuals and companies the necessary tools for resolving problems with the use of mediation skills.
Contact us at 632-4051 or 637-2642 for more information about how you can become a certified mediator or to learn more about our services