Tom Ehrenfeld‘s excellent post over at Marketing Profs was the source of a great chuckle this morning. Tom was waxing sarcastic about the rote question, "Did you find everything you needed today?" at the retail checkout aisle. I laughed because I’ve had some of the same sarcastic thoughts at my local grocery store, but I don’t articulate my own frustration as well as Tom has done for us.
Tom raises a great question for all of us in the Quality Assurance (QA) business. When does driving consistency and satisfaction just become silly, meaningless, robotic gestures?
I’m not one for scripts even though scripts have their usefulness. Scripts are like training-wheels for newbies to get a sense for handling a call, but at some point a Customer Service Representative (CSR) has to grow up and leave the script behind. Each CSR must learn to incoroporate the elements that are expected, but do so in a manner that fits them and their personality.
The call element where I see this most clearly is offering to help with other issues or needs before closing the call (e.g. "Anything else I can do for you today?"). This is a worthwhile element. One-call resolution is generally a key driver of customer satisfaction and while you’ve got the customer on the phone you should make sure you’ve taken care of all his or her issues. Our data suggest that this question prompts a legitimate follow up question or issue on upwards of 25-30 percent of calls (depending on the client and market). Asking the question improves resolution and reduces costly return calls.
BUT…there are many ways to ask the question:
- "Is that going to do it today?"
- "Was there anything else you needed?"
- "What else?"
- "Will that be all?"
- "What else can I do?"
- "Anything else for ya?"
- "What other questions can I answer?"
- "What else do you need from me?"
A good QA process will help CSRs find a phrasing that is comfortable, conversational and best fits their personality.
Any other questions I can help you with? 🙂