In every training class, Empathy is usually taught. Sometimes it's stressed, and other times it is not. Compassion and Empathy are extremely important to a CSR. The reason being is because the job itself consists of helping people. Makes sense, right?
If your family member has an issue, are you not more empathetic and compassionate? Something to note about every person you talk to is that they are an actual person. They have hopes, dreams, and ambitions. They are also trying to navigate this thing called life just like you and me.
When you speak to a customer, he/she usually has some sort of an issue they need help with. It could be a billing issue, question, something isn't working, or they might want new products and services. The most important thing is to be understanding of their plight. The easiest course of action is apathy where you view the customer as just another call to finish. When this happens, the customer has been dehumanized in your eyes. Sure, you can solve their issue this way, but apathetic drudgery will make it so you miss important cues.
However, if you view the customer as a person, and talk to them as such, your natural instinct is to make sure they are taken care of. Not solving the issue, but making sure they are taken care of. The difference is ever so subtle, but it makes a world of difference. Most oft times, solving the issue is exactly what it takes to take care of the customer. But sometimes, there are other things that are needed. Perhaps a customer just needs to be reassured of the value of the product. Maybe the customer wants new products and services. Conceivably, the customer may need a little direction on how the product or service can be most beneficial to them. Little things the customer most likely has no idea themselves that they need.
Tone
Think Quick, Act Quick, but talk softly. Being calm and laid back controls the tone of the call. It's also slow enough that you only have to explain everything once. Which by contrast makes the calls faster than if you're biting at the bit to end the call, and rushing the customer. The faster you talk, the more you have to explain yourself more than once. The customer will also match your tone, which is a great calming technique. Listen, empathize, solve. The customer will also feel as though they were listened to, and got it done.
The only exception to this rule is sales. When selling, rapport is more important than controlling the tone of the call. You match the customer's mood, and let them drive the call, then steer them in the direction of what you want them to buy. Full Disclosure: I'm a horrible salesman, but I'm a wonderful CSR. Interesting how that works.
Stay on Point
Whatever the issue is, focusing strictly on that is best. It is after all why the customer called in the first place. A little small talk isn't bad, and for that matter, the issue itself could be the topic of small talk. Staying on point makes a Wham, Bam, Thank You Ma'am call.
Resolution
You can't solve every call, but if you make an honest attempt at a one call resolution every time, than you will do much better than most. Cutting corners is never an option. You will naturally become adept to the point where you're within acceptable guidelines. Eventually, you will be able to do the job right faster than those who cut corners. So please just be patient in that regard.
A little humility is warranted though. Yes, you can be a one stop shop, but if you have to transfer, than by all means. Transfer. Whatever is best for the customer which will solve this issue once and for all. If transferring is one of your metrics, than by all means, please put it out of your mind. It should be about what's best for the customer, not what's best for your numbers.
Why should you care?
Caring about your customers, and getting involved with them in an actual capacity will automatically make your life more fulfilling. Imagine going out with a group of friends vs a group of card board cut out people. In which scenario do you see yourself having more fun? It's the same thing with everyone you talk to when you're at work. Are your customers card board?
When you think of them as people, your stats are better, customers complement you more, you enjoy your job more, and everything is just a little better. A little brighter. And a little sweeter. (No joke)
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