Call Center Blogger has gotten many "thank yous" recently, that I thought about this... Why is it somehow similar? For me, I have found an avenue where I can get my messages across and ultimately help call center people get the work they want. And isn't customer service about informing, clarifying and helping people? Call Center Customer Service has really gotten a bad rap in terms of the stress it entails. Talk about listening to strangers talk about their problems everyday. Yes that gets to you sooner or later. But the call center job is definitely more than that! When you're in customer service, you ARE the face of whoever client your company outsources from. Therefore putting you in a position to make or break the client. In the eyes of the customers, you are the company. But What do you really do in customer service?
There are three goals that customer service and blogging share. Help, Convince, Convert.
In a call center setting, helping is the really hard part. You need to come through barriers to achieve this. And it takes great skill to get used to it. Much like blogging, I had envisioned myself helping people on the most pressing issues they have, which are showing them directions on how to get the jobs they want and advising them on how to do things better.
Convincing is definitely also a hard part. On a call, imagine doing this on a skeptic. Especially if you are up-selling something. But when you get appreciation from people you convince, you feel better, you motivation starts increasing and you get the energy to continue what you do. Same as what Call Center Blogger does here, the encouraging comments you posted are what keeps me going.
Converting is the easy part. I'm pretty sure some of you already know this story. Do you know how many people get influenced by a good and bad customer service experience? They say that 1 customer who gets a bad one, tells at least 10 other people of how bad they got treated or how bad the product is. Multiply that to unknown ratios if it spreads out. But when you do a great job in customer service. The happy customer tells at least one person about the great experience they've had with you! It's the same thing as blogging, we struggle o convert people to see we are helping in our own little way. And they would probably mention the blog to just one person on the average.
To sum it all up, both work have the same rewards! If your product and/or service does good to people, they will comeback. And probably tag some people along... :)
Go to Steve Pavlina's Blog, a blogging guru, to know more about blogging and how it helps!
Please comment if you have referred people to this call center blog. Thanks!
1 comments here!:
Blogs are playing an important role in the social media. The example of the bad customer and good customer is also relevant here. In blog we are doing the updates on regular basic. If blog is full of information then this blog will get good traffic. The same is for the customer service, if customer service are giving the good feedback and satisfaction to the customer then they will to get the best response.
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