Can your team read discouragement like Damon portrays here?
Art teaches us! Is your customer experience empathetic and able to pick up on your customer’s sentiment on the internet, phone or in person? Damon just turns Abe’s feet in a bit, hides his face with his hand and creates cracks in the base as if it were falling apart and you know instantly that he’s portraying discouragement. As he was able to translate a sediment or feeling into this sand castle, can you also pick up on the fine points when reading your customers mood either on the phone or in person? Let’s hope so!
Let’s take a minute to talk about
- Damon Langlois, The Artist
- Skills or just common sense emotional intelligence
- Best integration of AI to respond to moods
The Artist – Damon Langlois
Doesn’t he capture “discouraged” clearly in this castle? British Columbian artist Damon Langlois is the first place winner of the Texas 2019 Festival with his sandcastle calls “Liberty Crumbling”. Sometimes called the man of sand, he uses his industrial engineering skills to create great images at sandcastle competitions achieving many champion awards. If you check out his other works, you will see that he has a way of really understand and translating moods and so should we in our customer journey.
Skills or Just Common Sense
Before we can depend on automation, can your team pick up on whether a customer is already discouraged? Make sure team members look up and listen. It’s common sense. The look on your customer’s face, their body language and tone should tell you a lot. Factor in what’s going on that day. Is it pouring rain outside, was there a long line, or did they cut you off on the phone? Take a brief moment to assess their mood and then make sure to adjust how the customer is handled. Be just a little more patient while at the same time trying to get their issue resolved quickly.
Best integration of AI and emotional intelligence
In the April 19, 2019 Forbes article “5 Ways AI is Transforming The Customer Experience”, Daniel Newman warns that even with all the self-service and personalization advantages, if you do not get the “emotional intelligence” aspect correct, AI can actually make the customer experience much worse. If the customer handling isn’t exactly what the customer wants, you can create new issues, worsen things. Daniel points out that you have to test and retest to make sure the AI response best maps to the customer state of mind at that time. It might actually work best to have AI simply “assist” the team member in the customer experience at least for now.
In the December 18th Forbes article, AI and The Customer Experience: 3 Key Principles, Micah Solomon points out that anticipatory customer service is the key to great service. When I call Delta Airlines, they asked me via voice response if I am calling about my next scheduled flight. I loved it! The rep can then simply start to help me right then and there with rescheduling etc… Even just streamlining the process, might help an angry customer calm down. Whether automated or handled by an employee, take the time to get the customer’s mood right and then have a plan that best diffuses any issues.
Mystery shopping – reward your team!
Create a mystery shopping program to check for all the good things you want to have happen with your customers. Outline those steps to them, have us mystery shop your call center or locations and then reward the team members that get it right! Mary Furrie, CEO, Quality Assessments Mystery Shoppers, helping corporations create consistent service!