I usually dread calling my bank - the automated menu, the robot voice on the other end of the line, the frustrations with sometimes burdensome security measures, etc.
But yesterday when I called my bank - CIBC - I quickly got through to a human and was greeted with a friendly voice asking,
"How can I make a difference for you today?"It made me smile. It was not what I expected.
The question is very similar to how I start most of my coaching sessions by asking:
"What could be different as a result of our conversation today?"
This question helps the client to focus on what they want rather than what they don't want. It helps them to take responsibility for their part in the conversation. It sets a positive tone for what is to come.
And I had a similar feeling when that person asked me "How can I make a difference for you today?" It also suggests that as the customer, I choose something that is within their capability.
I was then put through to another agent due to the specific nature of my call, and the next person also answered with a friendly greeting and stated they were in Halifax NS.
It is a common complaint that call centre agents are always responding from some remote location, anonymous and distant and unable to solve our problems. So, hearing from someone so near instantly made me feel relieved.
The voice at the end of the line was a welcoming voice, and somehow less formal than what I am used to hearing when I call my bank. This may be because I have been phoning them from overseas for the past eight years, so was diverted to a different regional call centre.
CIBC - whatever you are doing to effect this change, please continue doing it!
Has anyone else had a customer service experience recently that made you feel like the company cares about you or values your service? I would love to hear from you.
If you're considering working with a coach to elevate your leadership and shift the culture of your team, Schedule a consultation with me today to discuss your specific leadership challenges and how I can support you to get different results.
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