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Answers from frontline reps —Coworkers share knowledge. In order to remain relevant in today’s fast-paced and ever-changing world, service centers should strive to foster cultures of continual learning and agility. Here’s how we ensure that everyone is current with their skills. Teams meet weekly to review major and upcoming changes. Team members periodically take initiative to educate…Continue reading

 

Answers from frontline reps —A riddle and a smile. In our service center, some of our representatives are multi-skilled. The majority are phone-only, however some work with our eMessage system, sending secure messages to our members. Others are expert in our chat skill. These representatives are vital to the success of our organization, as members frequently…Continue reading

 

Answers from frontline reps —Track issues as they arise. Requests from internal customers can cause confusion and stress, especially when both parties don’t share the same expectations. When this is the case, I suggest a brief conversation with your internal customer to talk over expectations and come to an agreement. If you can’t work things out one-on-one,…Continue reading

 

Answers from frontline reps —Bridge the gap. It can seem as though your request is put on the back burner, but that most likely is not the case. Just as you are busy working with your customers, your peers in other areas are doing the same thing. This is a situation that commonly happens between departments.…Continue reading

 

Answers from frontline reps —Team creates its own mission, vision, and value statements. At the City of Berkeley 311 Customer Service Center, we have Mission, Vision, and Value statements that govern our division. 311 had a “principles document” created in 2011 that served as their guiding values. Several years ago, we decided to expand on this. To…Continue reading

 

Answers from frontline reps —Customer experience. In our department, two of the most important things monitored and measured are member experience and time management.Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a valued individual,…Continue reading

 

Answers from frontline reps — Try an Imagination Station. Our group created teambuilding activities last year. The mission was to come up with something that would engage our branch (of about 400 employees) without the use of any food or pulling people off the phones (we work in a contact center). Thus, the Imagination Station was born.…Continue reading

 

Answers from frontline reps —   I am resolving to look into my time wasters and distractions. My biggest time thief is my computer. When I am talking to coworkers, sometimes I feel like I have to take a second and divide my attention to answer that quick email or chat message. In 2019, I will…Continue reading

 

Answers from frontline reps —   It can be awkward when a customer remembers you, but you don’t remember them. In the past, I felt annoyed when this happened — “Does she think she’s my only customer?” — then a coworker pointed out that we must give really personalized service if our customers think we know…Continue reading

 

Answers from frontline reps —   Be polite and smile. Always remember to be respectful in every dealing, with every customer and in every situation. If the customer is having an off day, and being rude, don’t stoop to that level. That is not the way to be a great customer service rep. Also, make sure that…Continue reading