Becoming "Jibed" means reaching a level of proficiency in predicting customer satisfaction, understanding customer sentiments, and providing an accurate reflection of their experience based on interactions. It’s not just about knowing the answers or making the right predictions, but about genuinely connecting with customers and using learned skills to make informed assessments.
To achieve Jibed status, there are three simple steps you need to follow:
1. Actively Listen to Your Customers
Active listening is the foundation of excellent customer service. It means paying close attention to what the customer is saying, understanding not only the words but the emotions behind them. Active listening goes beyond hearing words—it’s about interpreting the tone, pauses, urgency, and specific language choices the customer uses.
Key aspects of active listening include:
- Focusing on the customer: Avoid distractions. Give the customer your full attention and let them fully explain their issue.
- Reflecting back what you hear: Summarize or paraphrase what the customer is saying to show that you're paying attention and to confirm your understanding.
By listening carefully, you can gather more context about the customer's problem and how they feel about it. This forms the basis for the next step—using empathy to predict their emotional state.
2. Use Empathy to Predict How Your Customer Felt
Empathy is about understanding and sharing the feelings of another person. In customer service, empathy helps you connect with the customer’s emotions and predict how they might feel about the interaction. After actively listening to a customer, you should step into their shoes and consider things like:
- Emotional tone: How does the customer seem—frustrated, content, confused, satisfied? What emotions are they portraying, either verbally or through their tone of voice?
- Context of the issue: Is the customer’s problem something they've faced before? Are they expressing relief, satisfaction, or still feeling uncertain or upset?
By using empathy, you can predict the emotional outcome of the interaction. Even if the customer doesn’t explicitly express how they feel, you can anticipate their reaction based on the situation and your understanding of their needs. This is a key part of the prediction process—to forecast their feelings, not just based on their words but on the entire context of the interaction.
3. Submit Your Survey Predictions for Every Call or Interaction
The third step to achieving Jibed is consistently submitting accurate survey predictions after each call or interaction. These predictions are an essential part of the process, as they reflect your understanding of the customer’s satisfaction and the resolution of their issue. Your survey predictions are not just a formality—they are a critical aspect of the Jibe process. Here’s what makes them important:
- Reflecting customer sentiment: By predicting whether the customer is satisfied or dissatisfied, you are actively making an assessment based on everything you’ve learned from the conversation.
- Tracking progress: Your predictions help track your accuracy over time, offering insights into how well you understand customer sentiments and how effectively you're handling interactions.
- Feedback loop: These predictions help supervisors and the Jibe system assess your performance, offering feedback on areas of strength or opportunities for improvement.
Submitting predictions ensures you are engaged with the entire customer service process and that you are held accountable for accurately gauging customer satisfaction. It’s also a way to reflect on your interactions and learn how to fine-tune your skills over time.
Frequently asked questions (FAQ):
How will I know when I am Jibed?
o Your supervisor will let you know, and you will see your Jibe status on your dashboard.
How do I get Jibed?
o By making accurate positive and negative predictions. Once you make enough accurate predictions - you will become Jibed.
How many predictions do I need?
o As long as you submit accurate predictions for each call or interaction, the Jibe algorithm will continuously review your predictions in the background. As a result, becoming Jibed won't take long at all.
Video link - 3 Simple Steps to Achieving Jibe Status