{"id":3044,"date":"2017-05-17T16:21:00","date_gmt":"2023-10-18T16:21:07","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=3044"},"modified":"2023-10-18T17:35:49","modified_gmt":"2023-10-18T17:35:49","slug":"dialogue-customer-service-representative","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/dialogue-customer-service-representative\/","title":{"rendered":"5 Dangerous Phrases Of Inner Dialogue Customer Service Reps Should Know"},"content":{"rendered":"\n

It\u2019s not so much what customers are saying out loud when they\u2019re looking for service and support that could change the way they look at a company in the future. It\u2019s the silent commentary going on in their heads.<\/p>\n

Most customer service engagements \u2014 whether they happen by phone calls, e-mail messages or social media \u2014 begin and end the same way. From \u201cHow may I help you?\u201d to \u201cIs there anything else I can help you with today?\u201d, however, there can be a running interior monologue that only the best customer service representative will sense. And while they may keep mum about it until their issue has been resolved, customers will have no problem sharing their experiences with colleagues or friends, who then form a negative perception of that brand.<\/p>\n

A lot of what customers might be saying to themselves relates to information. It could be information they feel the rep should already have, information they feel the company should give, or information that is just plain wrong. It all ties back to the need for customer service tools that empower agents to succeed. To whatever it takes to make sure they\u2019re not thinking the following thoughts:<\/p>\n

\u201cOh, boy. Here comes the script.\u201d<\/h3>\n

In part based on the volume of calls, or the relatively common troubleshooting tips, most B2C contact centers have long developed scripts that will guide reps and customers through service issues in as timely a manner as possible.<\/p>\n

In B2B, on the other hand, the nature the products and services — and how they\u2019re purchased — can be a lot different from one customer to the next. That\u2019s why you\u2019ll want to give agents more data via tools such as Salesforce Service cloud<\/a> to address the more customized responses they may need to solve customer\u2019s challenges. The right customer service applications will also provide options to move beyond tiered service, where issues are escalated one from a newbie rep to a more experienced one. Instead, you might be able to explore more collaborative approaches to service requests or even assign dedicated reps for top clients.<\/p>\n

\u201cDo I really have to do this AGAIN?\u201d<\/h3>\n

Sales reps often spend a long time getting to know a particular account and developing a true relationship with the people who are a part of it. Then, in some cases, those same people end up looking for help with what they\u2019ve bought and are treated like total strangers.<\/p>\n

Perform the following audit as you\u2019re looking back through recent customer service engagements:<\/p>\n