Throughout 2015, we shared specific interactions where Stella Analysts observed CSRs going above-and-beyond to offer great service. This generally happens in one of three ways:
Probing to Understand the Customer’s Needs – asking relevant and insightful questions to clarify the shopper’s requirements in order to provide a more tailored response / resolution.
Providing a Solution with Options – providing relevant and immediately-actionable suggestions or alternatives in the course of resolving the shopper’s issue(s).
Giving the Customer Additional Education – offering relevant, helpful and thorough information or resources to inform the shopper about their inquiry, after resolving the original inquiry to an adequate level.
With customer expectations at their peak during the holidays, customer care teams can apply these three methods to “wow” their customers.