[{"@context":"http:\/\/schema.org","@type":"BlogPosting","mainEntityOfPage":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/"},"image":"https:\/\/cdn-bijap.nitrocdn.com\/AuMaQmessFRMSicXmZsEecJFLEquAyoT\/assets\/static\/optimized\/rev-1570dd7\/wp-content\/uploads\/2021\/11\/call-center-customer-service-ftr-1-1200x370.png","name":"Call center customer service: How to provide great customer service","headline":"Call center customer service: How to provide great customer service","author":{"@type":"Person","name":"Kirsi Tarvainen","sameAs":["https:\/\/fi.linkedin.com\/in\/kirsitarvainen\/","https:\/\/twitter.com\/kirsitarvainen"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/#Person"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","width":"500","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1"},"url":"https:\/\/www.the-future-of-commerce.com\/","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","name":"The Future of Customer Engagement and Experience","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","@id":"https:\/\/www.the-future-of-commerce.com\/"},"description":"Customer service is the top reason consumers will abandon or remain loyal to a brand. Call centers can boost customer service and CX.","hasPart":{"@type":"HowTo","name":"How to provide great customer service","description":"Any direct interaction with a customer can be considered customer service. Whether you work the call center or the sales floor, you\u2019re answering customer questions, and likely trying to resolve issues and create a positive brand experience. And all of that is service.  And the goal is always to deliver the best possible service experience.","step":[{"@type":"HowToStep","name":"Empathy: Hear me","text":"Great customer service makes customers feel seen and understood.  We\u2019ve all been on bad service calls, where the agent was clearly trying to rush us off the phone \u2013 if we were able to reach an agent at all. But hopefully, we\u2019ve all had great experiences, too.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/#HowToStep"},{"@type":"HowToStep","name":"Expertise: Help me","text":"People reach out to customer service when they have an issue that needs resolving.  In order to deliver a great service experience, you need to help resolve that issue.  For easier, or more common issues, providing clear, up-to-date self-service content that guides users to the right answers may suffice. For more complicated issues, customers will want to talk to an agent.  Staff your team with the right people, who have the right expertise, and train them so they\u2019re ready to help as soon as they pick up the phone.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/#HowToStep1"},{"@type":"HowToStep","name":"Ease: Guide me","text":"From finding the customer service contact info to reaching a solution, customer service interactions should be easy for the customer.  Remember: by the time they reach you, they may already be frustrated. Maybe their product stopped working, or didn\u2019t arrive on time. Maybe they\u2019re trying to do something online that seems like it should be so simple, but they can\u2019t find the right tool to make it happen.  Make it as easy as possible for them to get to the right channel the first time.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/#HowToStep2"}],"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/#HowTo"},"dateModified":"2021-12-06T15:08:00Z","datePublished":"2021-11-18T06:01:00Z","url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"18","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/\/18\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Call center customer service: How to provide great customer service","item":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/18\/call-center-customer-service\/#breadcrumbitem"}]}]