{"id":26102,"date":"2021-08-25T07:43:10","date_gmt":"2021-08-25T05:43:10","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=26102"},"modified":"2024-08-21T11:49:28","modified_gmt":"2024-08-21T09:49:28","slug":"free-your-agents-and-customers-will-follow","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/","title":{"rendered":"Free your agents and customers will follow"},"content":{"rendered":"<p>Have you ever had a feeling of <em>being stuck in traffic<\/em>? Whatever the the reason, that&#8217;s not a nice sensation. And if you manage Digital Customer Service operations, chances are you may have that kind of unpleasant feeling &#8211; even for a short while.\u00a0 So, if you have the responsibility of a customer support team the sooner you set free your agents, the <strong>better customer experiences<\/strong> they&#8217;ll deliver. Learn why.<!--more--><\/p>\n<h2><strong>May I really say it to the customer?<\/strong><\/h2>\n<p>Let me make it clear from the beginning: I think that processes and procedures play a very important role to deliver a consistent tone of voice across all support channels. Being that said, I&#8217;m convinced that if you want to leverage online conversations you also need to master <em>emotional intelligence and empathy<\/em>. These elements make the difference because they stick to customer&#8217;s emotional memory, driving their next decisions.\u00a0 I also have to say that despite the spread of many digital support channels\u00a0 amongst B2C and B2C companies, still many support <strong>agents are afraid<\/strong> of expressing themselves. Here are some common situations:<\/p>\n<ul>\n<li><em>&#8220;Shall I call the customer using his\/her name?&#8221;<\/em><\/li>\n<li><em>&#8220;Am I allowed to write that we&#8217;re happy after reading customers excellent online review?&#8221;<\/em><\/li>\n<li><em>&#8220;If I ask a question the customer will think I&#8217;m not enough skilled&#8230;&#8221;<\/em><\/li>\n<\/ul>\n<p>These are just a few verbatim that I&#8217;ve collected in recent years from customer service of various industries, markets and size. Some agents fear customer&#8217;s reaction, others fear their supervisors \/ Managers, other both of them. Well, I&#8217;d argue that such a\u00a0<em>mental masturbation<\/em> is the result of an\u00a0<strong>obsolete approach<\/strong> towards <strong>conversations<\/strong> with customers. This screeches like chalk on the blackboard especially in online conversations where customers expect an informal, yet professional, tone of voice according to each channel peculiarities.<\/p>\n<div class=\"tenor-gif-embed\" data-postid=\"11566743\" data-share-method=\"host\" data-width=\"100%\" data-aspect-ratio=\"1.8513011152416354\"><a href=\"https:\/\/tenor.com\/view\/kid-scared-afraid-hide-yeburg-gif-11566743\">Kid Scared GIF<\/a> from <a href=\"https:\/\/tenor.com\/search\/kid-gifs\">Kid GIFs<\/a><\/div>\n<p><script src=\"https:\/\/tenor.com\/embed.js\" async=\"\" type=\"text\/javascript\"><\/script><\/p>\n<h2><strong>Let your agents be themselves<\/strong><\/h2>\n<p>As I used to be a support agent, I know that feeling pretty well and how it negatively affects performances. Since <em>Digital Customer Service<\/em>\u00a0is here to stay I encourage wise organizations to foster a human conversational approach in all\u00a0<em>online\u00a0conversations<\/em> with customers. That means providing your support team with clear and effective guidelines, yet <strong>empowering them<\/strong> to express their personalities. Free your agents and they&#8217;ll be more motivated and proactive than ever &#8211; I guarantee that after training\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">many of them<\/a><\/span>\u00a0and enjoyed their newly gained enthusiasm and successful results. Practically, you need to follow through to these main steps:<\/p>\n<ol>\n<li>Define ad hoc tone of voice as per support channel [remember that 2021 is a\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/shifting-digital-interactions-from-pain-to-pleasure\/\">different age<\/a><\/span> of the customer compared to 2019]<\/li>\n<li>Review and\/or get processes and procedures up-to-date, both external (end-to-end) with the final customer and internal (between customer service and other departments<\/li>\n<li>Get your support agents <strong>up\/re-skilled<\/strong>\u00a0as per each digital channel. That&#8217;s where <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\">Digital Customer Service Personas\u00a9<\/a><\/span> skill-set model comes to rescue, helping transform your agents into online conversations specialists.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>We are all customers and we want to recognize our <strong>values<\/strong>\u00a0through the<strong> interactions<\/strong> we have with brands we make business with. So make sure to provide clear guidelines, but also free your agents &#8211; empowering them to show their human traits, especially over <em>digital channels<\/em>! Your customers will appreciate your blend of professionalism and human touch.<\/p>\n<blockquote><p>Here&#8217;s how I help client companies to <a href=\"https:\/\/customerserviceculture.com\/en\/training\/\">leverage conversations over digital channels<\/a>.<\/p><\/blockquote>\n<p><span style=\"color: #999999;\"><em>Image credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever had a feeling of being stuck in traffic? Whatever the the reason, that&#8217;s not a nice sensation. And if you manage Digital Customer Service operations, chances are you may have that kind of unpleasant feeling &#8211; even for a short while.\u00a0 So, if you have the responsibility of a customer support team [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":26200,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[106,796,817],"class_list":["post-26102","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-experience","tag-online-conversations","tag-support-agents"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Free your agents and customers will follow - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Do you want to take your digital customer service experiences to the next level? Get rid of any silly fear: free your agents and your customers will follow.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Free your agents and customers will follow - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Do you want to take your digital customer service experiences to the next level? Get rid of any silly fear: free your agents and your customers will follow.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-08-25T05:43:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-21T09:49:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/08\/free-your-agents-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Free your agents and customers will follow\",\"datePublished\":\"2021-08-25T05:43:10+00:00\",\"dateModified\":\"2024-08-21T09:49:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\"},\"wordCount\":567,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/08\/free-your-agents-1.png\",\"keywords\":[\"customer experience\",\"online conversations\",\"support agents\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\",\"name\":\"Free your agents and customers will follow - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/08\/free-your-agents-1.png\",\"datePublished\":\"2021-08-25T05:43:10+00:00\",\"dateModified\":\"2024-08-21T09:49:28+00:00\",\"description\":\"Do you want to take your digital customer service experiences to the next level? 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