So what happens in that first 10 seconds of a customer service call? That is when your customer decides if your rep is going to help them or not. If your customer perceives that your rep doesn’t want or isn’t able to help, then your customer “goes on defense” and no matter how well trained your rep, the call is an ongoing battle to recover.
FACTOID: Customers who perceive that your rep is willing to help are NINE TIMES more engaged in the conversation! (Gallup Survey)
What’s the opposite of an engaged customer? It is the caller who comes in prepared for a fight. It is the caller who is defensive from the start. It is the caller who is really upset and frustrated. Or even worse it is the caller who is screaming mad.
What if every customer believed that your call center reps are there to help from the first moment of the call? Then they would be open to alternate solutions, willing to listen to options and able to articulate their needs in a positive way.
QA scores go up! CSAT scores go up! Employee satisfaction goes up!
It’s amazing how such a little piece of time, how only 10 seconds, can make such a big difference!
I got caught in the 10 second rule just last week. I had purchased a toilet part at the hardware store on the advice of the clerk. It was the wrong part. When I returned to the store to get the correct part, the first words out of the clerks mouth “You can’t return that item since the package is open.”
Now I had made a decision prior to entering the store that I would probably just toss out the wrong $4 part as I had destroyed the packaging. It was only $4.
But when the clerk started the conversation with a negative challenge, the hair on the back of my neck stood up and I jumped in to fight with her about why they should take the return back. It was not my finest moment when I stomped out of the store declaring that I would never return.