Use Storytelling to Improve Service
Stories help customer service reps to gain attention by engaging the customer, they help to soften difficult situations, and they are often more persuasive than a promise that something will get done satisfactorily.
(Mountain Lakes, NJ, May 18, 2017) — A powerful service technique, that is often overlooked, is the art of storytelling. In the May issue of Customer Communicator newsletter, J.N. Whiddon, author of The Old School Advantage, encourages frontline reps to practice this important skill.
Rather than telling a customer how a problem will be resolved, Widden suggests telling the story of a similar situation and how the problem was resolved. This will reassure the customer that the rep has the knowledge, skills and ability needed to meet the customer’s needs.
"Stories help reps to gain attention by engaging the customer, they help to soften difficult situations, and they are often more persuasive than a promise that something will get done satisfactorily," says Widden.
The challenge for managers and supervisors is to develop a "story vault," or institutional memory so that these stories of successful problem resolution are available to all reps whenever they might be needed.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.