Fresh Eyes

At BPA Quality, we have been speaking this week with an International Airline Client about how to evolve our project to the next level. Our client shared with us that every month they gain great feedback and knowledge to make their call centers betters.  Although they may encounter the same situations during their internal analysis, they had found that using "fresh eyes" to piece together new ideas has been very beneficial to their overall growth.

When a company is so entrenched into their daily tasks, some very significant breakthroughs can be overlooked.  When they use an outside source, the mundane becomes extraordinary in the elevation of their call centers to the next level of excellence.

"When you hit a wrong note, it's the next note that makes it good or bad."  ~ Miles Davis

The Language you use within a call center can be critical...

In a customer service environment the language that we use can have a strong effect on how the customer perceives the service.  In a sales environment this is even more critical. 

Here are some examples of Positive Words/Phrases:

 “Definitely”
“Surely”
“Absolutely”
“Certainly”
“Rest Assured Mr.……”
“I do understand the inconvenience you have faced……”
“I will be more than glad/ happy to assist you….”
“I completely understand the reason why / your situation….”
 “I will surely ensure that…”
“What I will do for you right away is……”
“I assure you I will try my best…..”
“What I can do for you right now is ….”
“I’m sorry for the inconvenience that you have faced, what I can do for you is ….”


“I would suggest / I recommend…..”
“To avoid a similar inconvenience in future I request you to….”
“All you need to do is to just….”
“A simple way / method to change it will be to…..”
“As soon as you receive…”
 “You will surely be able to enjoy…..”
“You will ONLY be charged…..”
“We have a variety of …..’
“It’s a wonderful service where instead of _______, you can ____________ …..’
“This is the best plan/scheme for your requirements…..’
“For just $____. …you can…..”
“For Special customers like you…..”

Satisfied Vs. Loyal Customers

You may have a satisfied customer, but are they truly loyal to you.  If they see a better deal at a competitor, will they grab it?  Why?

For the most part, your customers are looking to be WOW'd.  When they call in or online chat with your agents, are they finding themselves excited about that experience?  They should be because that is how you get them coming back.

I am addicted to shoes.  I will look at shoes wherever I might go, online or in a store.  When Azppos.com came around, i thought I had died and gone to heaven until I saw their prices.  Luckily for me,  I was give a coupon code and decided to purchase some awesome looking shoes.  After I put in my code and gave my credit card number online, I found that the discount was not applied.  I contacted the online agent and they were so helpful in ensuring that I received my discount.  He even with the extra mile and called me the next afternoon to ensure I received my order and it went through properly.  Then, about a week later, I received a handwritten note from this agent thanking me for my business.

Why am I telling you this?  I'm telling you this because I was WOW'd and I've not kept quiet about it.  I am now a loyal customer/advocate of Zappos.com.  They know how to take care of their customers.

Their agents are trained to make their customers not want to go to their competition.  What are you doing to create loyal advocates out of your customers?