{"id":2882,"date":"2017-09-29T16:18:00","date_gmt":"2023-10-18T16:18:39","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2882"},"modified":"2023-11-09T13:53:18","modified_gmt":"2023-11-09T13:53:18","slug":"brainstorm-better-customer-service-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/brainstorm-better-customer-service-experience\/","title":{"rendered":"5 Questions To Help Brainstorm A Better Customer Service Experience"},"content":{"rendered":"\n

Customers service teams are the original — if often overlooked — analytics engine in many organizations.<\/p>\n\n\n\n

Although there are now highly sophisticated applications to crunch through data and derive insights about how a company is performing, customer service agents have a direct relationship with those who ultimately decide if a company succeeds or fails – the customers. The use of tools like Service Cloud<\/a> can harness much of this information and provide recommendations on where service can prove, but the next step is ensuring agents are ready to act on those recommendations in a creative way.<\/p>\n\n\n\n

At first, \u201ccreative\u201d might sound like an odd or even dangerous word to apply to customer service teams. After all, these are groups that need to be trained on very specific rules and processes that must be followed if business is expected to run smoothly. Yet as the smartest companies know, customer service agents also need to be highly innovative in how they react to unexpected questions, complaints and other issues. They also need to do so quickly, across an increasingly large number of possible touch points.<\/p>\n\n\n\n

Why not pair the power of the technology with an effort to harness the innate ingenuity of service agents? In other words, get the best ideas from the people closest to customer service issues and encourage them to collectively improve the way they handle everything from a confusing phone call to an angry tweet.<\/p>\n\n\n\n

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Discover how 8000+ service leaders are driving cost efficiency and meeting real-time customer needs.<\/h2>\n\t\t\t\t\t\t\t

See how trends like AI are shaping the future of customer service.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tGet the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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At your next team meeting, use any or all of the following questions as jumping-off points to stimulate some creative thinking:<\/p>\n\n\n\n

\u201cWhat Can We Say Other Than \u2018Can\u2019t?\u2019\u201d<\/h3>\n\n\n\n

Customers may not always realize the limitations of a particular product or service, or what\u2019s involved in returning or exchanging an item they\u2019ve purchased. After some haggling, agents might feel they have no choice but to say, \u201cI\u2019m sorry, we can\u2019t.\u201d<\/p>\n\n\n\n

Instead, challenge the team to think of other responses that aren\u2019t such a dead end. You want to hear things like:<\/p>\n\n\n\n