Latest News  

TELUS International Europe: How to defuse a difficult customer service situation with email support

The following contains excerpts from TELUS International's white paper "The workhorse of the contact center: Optimizing email for the modern customer service environment." Download the free paper to find out how to make the most of your email support program

2017-04-05 21:54:33





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe


When someone reaches out to customer service, more often than not it's because they have experienced some type of problem. Disappointed that the brand hasn't lived up to their expectations and frustrated by a lack of control over the situation, emotions can be heightened and voices may be raised. Being on the receiving end of that interaction can be frustrating, making pleasant service delivery a serious challenge.

Fortunately, email can serve as an effective means of defusing emotionally tense situations. "With customers who are unhappy, if you make a phone call, it opens the floodgates for the customer to rant," says Catherine McLynsky, CRM professional services manager at Sage Corporation. "By sending an email, you can sympathize with the customer, explain the facts, reassure them and take the emotion out of the scenario."

Email provides the unique opportunity to take the time required to cool off before responding in a particularly heated encounter. In many circumstances, email can even be used proactively to take control of difficult situations in ways that other channels cannot.

Show your customers that you care



recent study by Microsoft found that the vast majority of customers believe that bad service results primarily from the company simply not caring about providing a good service experience. Given this perception, there are a number of strategies that organizations can use when writing emails that give people the feeling that they do matter, even in a difficult situation.

Write in an empathetic tone that acknowledges any perceived lack of service. The first few sentences should be sympathetic and carry a message similar to: "We understand you're upset. We apologize and we're going to fix it." Next, provide a list of potential solutions. This offers the customer time to read through the possibilities and make a rational decision, rather than getting into a heated discussion.

While it's a best practice to encourage agents to interject some personality into emails, encourage them to tone it down during difficult situations. The response should be laser-focused on providing solutions, and positioned to convey a sense of urgency on the company's behalf.

Time is of the essence



Defusing a difficult situation via email is not only a matter of having the right messaging, but also the right timing. Customers worldwide say that the two most important factors in a satisfying customer support experience is getting their issue resolved quickly, and on first contact.

Email, when used properly, can be a uniquely effective tool in achieving both. Optimizing the following customer service KPIs can help drive positive results with their focus on resolving customer issues swiftly and efficiently:

    – Time to Respond – This is defined as the time from when a customer sends their inquiry to when they receive an initial response. It will vary depending upon industry, but according to experts, the minimum acceptable response time for email is between four and six hours. Anything over 24 simply isn't acceptable for today's customer.

    – First Contact Resolution (FCR) – Service teams can fail in this area when they overlook issues in a customer's initial inquiry. They then have to follow up with probing questions in subsequent emails.

    – Agent Handle Time (AHT) – For email, this means the average time an agent spends working on the issue before escalating to another agent or closing out the ticket. Of course, more complex service issues will typically result in longer handle times. The key to keeping handle times to a minimum is having experienced agents that know the shortest route to resolution. Training is key!

    – Next Issue Avoidance (NIA) – While solving the first issue is the initial goal, it's also important to consider the entire customer journey and what service issues are likely to arise next. Improving NIA metrics via email may result in longer agent handle times (and potentially decrease FCR), but contact centers should keep their eyes on the prize in terms of overall customer satisfaction.

Emotionally charged situations can often be remedied with an effective email sent within the appropriate time frame. By keeping the email response professional and focused on potential solutions, contact center agents can improve customer satisfaction while avoiding lengthy phone calls or chat sessions. For more expert tips on optimizing your email support program, download the free white paper:

"Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends."

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
FintechOS announces results beyond expectations in 2018

FintechOS announces revenues of 6 million Eur from selling FintechOS technology in just one year from inception. This amount combines 1 million Eur from annual recurring revenue for licenses and 5 million Eur

 Read Full article »
Tremend joins Mellanox in powering the majority of Top 500 supercomputers

Tremend - one of the fastest growing software companies in Romania - has signed an agreement with Mellanox Technologies, a leading supplier of end-to-end connectivity solutions for servers and storage, with hea

 Read Full article »
Almost 19,000 entrepreneurs have already applied for Start-up Nation

The Start-up Nation 2018-2019 program has been accepting business projects for almost a month now, even though the state budget for this year has not yet been passed.

 Read Full article »
Webhelp Romania aiming for EUR 10 million turnover growth, 500 new employees in 2019

Romania's outsourcing market, which recorded two-figure growth in a year, will attract new investments and generate new jobs in 2019, a year full of challenges. After a 2018 that repositioned Romania on the map

 Read Full article »
Manpower: Robots will be your colleagues not your replacement

Fears that robots will eliminate your job are unfounded with a growing number of employers planning to increase or maintain headcount as a result of automation, staffing company ManpowerGroup said in a survey

 Read Full article »
Study: Five out of 10 employers eye lay-offs

Almost 5 out of 10 employers would proceed to lay-offs, according to a survey conducted by the National Council for Small and Medium Sized Companies (CNIPMMR).

 Read Full article »
US company Visteon looks for software developers at Timisoara

Visteon, automotive supplier focused exclusively on cockpit electronics, it is setting up a new product development center in Timisoara, Romania. The company plans to build a team of 400 employees in Romania,

 Read Full article »
Gabriela Mechea takes over the helm of ANIS

The Software and Services Industry Employers Association ANIS appointed Gabriela Mechea as the organizations' executive director, replacing Valerica Dragomir who left the association after 17 years.

 Read Full article »
Poll: 2018 was hard for recruiting – 29 Interviews to one hire

Nearly nine out of ten companies had a tougher time finding suitable employees in 2018 compared with previous years, interviewing an average 29 candidates before hiring one person, a poll by HappyRecruiter show

 Read Full article »
CBRE maintains its market leader ranking with 24 per cent market share on the Bucharest-based office segment

In 2018, CBRE, the real estate consultant managed 24 per cent of the Bucharest-based office market, according to a release of the company.

 Read Full article »
 
 
MOST READ ARTICLES
» The most appreciated companies from th...
» Webhelp Romania aiming for EUR 10 mill...
» The Outsourcing industry announces its...
» Deloitte's Tech Trends 2019 report: B...
» Tremend joins Mellanox in powering the...
» Manpower: Romania's labor market, more...
» Bucharest, in the top of cities in Eur...
» Genpact's COO: Staying ahead of the cu...
» SocGen's EBS division to grow 60%, exp...
» Oracle reaches 4,200 employees and pla...
 
EDITOR CHOICE
Nomination are now open for Romanian Business Services Forum and Awards

Nominations have opened for the prestigious Romanian Business Services Forum & Awards. The 2019 awards will continue to recognize and reinforce the important contribution made by business services professionals

 Read Full article »
Study: 89 per cent of finance teams yet to embrace Artificial Intelligence

Report by Association of International Certified Professional Accountants and Oracle shows that almost 90 per cent of finance teams do not have the skills to support digital transformation.

 Read Full article »
Bucharest, in the top of cities in Europe with the largest number of experts in high-tech industry

Bucharest is among the top cities boasting the most experts in the high-tech innovative industry, with over 70,000 current employees, next to London, Dublin, Madrid or Budapest, reads a study conducted by CBRE

 Read Full article »
CBRE study: Post-millennials, the happiest about their offices

During 2018, real estate consultancy company CBRE conducted the first study dedicated to work environment in office buildings in Bucharest. The respondents have been structured in four age segments, such as Z g

 Read Full article »
Deloitte's Tech Trends 2019 report: Beyond the digital frontier

The recently released Deloitte's Tech Trends 2019: Beyond the digital frontier, as each Tech Trends report in the series conducted by the consultancy company, lobbies for embracing the increasing, often mind-b

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events