{"id":12247,"date":"2017-12-18T15:57:24","date_gmt":"2017-12-18T15:57:24","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=12247"},"modified":"2017-12-18T16:08:37","modified_gmt":"2017-12-18T16:08:37","slug":"survey-findings-reveal-what-representatives-wish-customers-knew-before-calling-in","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/survey-findings-reveal-what-representatives-wish-customers-knew-before-calling-in\/","title":{"rendered":"What Representatives Wish Customers Knew Before Calling In"},"content":{"rendered":"

More than 1,200 Arvato customer service representatives share tips, insights to\u00a0help customers when reaching out to contact centers.<\/strong><\/p>\n\"Call\n

Leading customer service provider, Arvato has\u00a0announced survey findings from 1,261 customer service representatives across\u00a0the globe, revealing what they love about their job, the biggest challenges they face and tips to help customers solve their issues faster.<\/p>\n

The six top tips for customers to keep in mind include:<\/strong><\/p>\n

1. Pick Up the Phone.<\/strong> While chatting online to resolve an issue is easy (in fact,
\n32 percent of representatives agree), nothing beats the phone if you have a big
\nproblem. Fifty three percent of surveyed representatives say interacting with a
\ncustomer over the phone is the easiest way to solve a problem.<\/p>\n

1. Don\u2019t Be a Know It All.<\/strong> While swearing or yelling at representatives seems
\nlike it would be the worst thing you could do (and 12 percent agree that it is),
\nthe most frustrating thing a customer can do, according to 30 percent of
\nrepresentatives, is to think that they already know the answer to the problem
\nbefore they call.<\/p>\n

1. Go Ahead and Escalate<\/strong>. While customer service representatives are empowered and trained to directly solve all of your issues, some more complicated inquiries\u00a0are best left to a manager. Fifty one percent of representatives agree asking to speak to a manager is the best route for escalating a tricky problem. What won\u2019t\u00a0help is complaining on social media or calling back and asking to speak to someone else: only three percent of representatives suggest either of these routes.<\/p>\n

1. Don\u2019t Be a Jerk.<\/strong> Overall, 34 percent of representatives say that dealing with
\nunreasonable customers is the most challenging part of their job. Next time, have\u00a0a friendly attitude, which 26 percent of representatives say is the most helpful thing a customer can do.<\/p>\n

1. Hold Your Horses.<\/strong> It\u2019s no secret that patience is a virtue. Twenty one percent of representatives are frustrated with impatient customers, and\u2014rightly so\u2014eight\u00a0percent dislike getting cut off when they\u2019re speaking. Just remember how patient they are with you next time you don\u2019t have all of your paperwork ready. That only\u00a0aggravates four percent of representatives.<\/p>\n

1. Strike Up a Conversation.<\/strong> Next time you\u2019re dialing in, don\u2019t worry about being too chatty on the phone\u2013 only five percent of representatives listed this as an issue.<\/p>\n

\"Fara\u201cWe hope this survey sheds light on valuable information to help customers as they reach out to contact centers and partner with our representatives along the way,\u201d said Fara Haron, CEO of CRM Solutions, North America and Philippines, Arvato.<\/p>\n

\u201cWhile the job of a customer service representative has always been challenging,\u00a0advancements in technology are making their roles more complex, and their input and opinions more valuable than ever. We value the work they do on the front-lines each\u00a0day and the pride they take in helping customers.\u201d<\/p>\n

Survey Methodology<\/strong><\/p>\n

Arvato used a third-party provider to determine the findings of its Customer Service Representative Insights Survey. They collected responses over a three-week period\u00a0from 1,261 of its customer service representatives who work across telephone and chat channels and are based in the United States, Mexico and the Philippines.<\/p>\n

About Arvato CRM Solutions<\/strong><\/p>\n

Arvato CRM Solutions<\/a> design, deliver and differentiate customer service on behalf of some of the world\u2019s most respected brands. The company has approximately 45,000 people at more than 100 customer service centers in 27 countries.<\/p>\n","protected":false},"excerpt":{"rendered":"

More than 1,200 Arvato customer service representatives share tips, insights to\u00a0help customers when reaching out to contact centers..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12247"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=12247"}],"version-history":[{"count":10,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12247\/revisions"}],"predecessor-version":[{"id":12259,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/12247\/revisions\/12259"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=12247"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=12247"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=12247"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}