Is Your Team Speaking Your Language?
If you've got a customer service team of any size, you need to make sure they know "how" to talk to your customers. Sounds like it should be easy, right? But you're the one who started the company and you've got a personality and beliefs, so that should be reflected in how your customers perceive your business.
Great example: One day I called my own company, VerticalResponse, and listened to our hold music. Then I listened to what was being said and how it was being said, and thought, "This isn't anything I'd have said to customers who are on hold."
Not only that, but the messaging was completely disjointed. We used one person's voice on one message and another person's voice on the other. Hey, I know no one wants to be on hold in the first place, but then to get this weird customer experience for me was simply embarrassing.
What did I do? Since it was my own company, I sat down one day and rewrote all of the customer touchpoints, in the voice I'd want portrayed for my business. We re-recorded all of the messages so that they'd be totally friendly and fun at the same time. For instance, if someone is on hold for longer than we'd like, we say, "We're sorry for the delay! We're providing some awesome customer service to someone, the same awesome service we'll try and provide to you!"
I also encouraged my team to communicate with our customers like they would to their family or friends and drop the "corporate speak." That's just not the way we want to be portrayed.
Finally I got the team together and asked them to come up with answers to questions we get from customers in the way they think they ought to be answered. Then we put together a website and training materials to give our people so they do have some boundaries. Turns out everyone kind of likes the boundaries.
So how do you think your customers think about you when it comes to the way they're spoken to, whether it be live or recorded? Why not listen in on some calls and take a test drive yourself?