Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

Posted: May 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

Fantastical tales aside, stories about our businesses carry a lot of meaning. The narratives weaved by ourselves, our agents and our customers can communicate common values, elicit emotion, develop trust and understanding, and communicate knowledge and wisdom that can allow us all to grow.

The exercise above might seem silly. But thinking about your agents and customers as people in a story often paints a more vibrant picture of the type of service your business gives than a lot of the ‘hard’ information we calculate, classify and analyze in our contact centers. Stories are a great way to make communicating complex information simpler, they provoke thought and learning, and they can often guide our actions in a way that’s clearer than cold NPS or CSat figures.

Some stories have persisted for thousands of years – and many people have produced theories that help to explain why storytelling is still such a useful form of information transfer. Communication scholar Walter Fisher argues that storytelling is one of the most persuasive forms of communication. And in Chip and Dan Heath’s book “Made to Stick”, they argue that storytelling is a key ingredient of ideas that are compelling and produce action. I certainly agree with them – as a professional trainer, I can confirm a story told during training sessions often gives people a lot more to analyze than a basic “show and tell” type of learning.

Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center? In this article, I’ll explore some of the ways you can help your agents to become “Customer Storytellers” to help everyone in your organization benefit from the stories your customers tell, and to learn from the ways that your agents helped them.

[Read more at CX Accelerator]

No Comments

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.