In the context of the training described, "Positive Queues" and "Negative Queues" refer to specific verbal or emotional cues given by the customer during the conversation that signal their feelings, satisfaction, or frustration. These queues are crucial in predicting how a customer might feel about the interaction and whether their issue is resolved or not.
Positive Queues:
These are cues that indicate the customer is content, happy, or satisfied, even if the issue might not be completely resolved. They might include phrases or tones like:
- "Thank you so much!"
- "This helps a lot."
- "I really appreciate your help."
- "That's exactly what I needed."
Even though the customer expresses positive sentiments, it’s important to assess whether the issue is fully resolved. If the issue is still unresolved, the prediction should be marked as "satisfied, but unresolved."
Negative Queues:
These are cues that suggest the customer is frustrated, upset, or dissatisfied. Examples of negative queues can include:
- "This is not working for me."
- "I’m really disappointed."
- "I don’t understand why this happened."
- "I’m not happy with this solution."
Even if the customer expresses dissatisfaction or frustration, it’s crucial to consider whether the underlying issue has been resolved. If the problem is resolved, the prediction should be "dissatisfied or neutral, but resolved."
Impact on Agent Behavior:
The way an agent responds to these queues directly influences their predictions and overall customer service approach:
- Empathy: Listening carefully and understanding the customer’s emotional state helps the agent respond with empathy. It encourages agents to act according to the customer's feelings rather than their own emotional response.
- Accuracy in Predictions: Knowing when to predict "satisfied, but unresolved" or "dissatisfied, but resolved" helps the agent maintain quality standards while also accurately reflecting the customer's experience.
- Adherence to Quality Standards: The training emphasizes that agents should not be penalized for making accurate negative predictions, even when customers show dissatisfaction, as long as the issue is resolved. This encourages agents to be honest and precise in their predictions based on the full context of the conversation.
To put it briefly, agents are guided by Positive and Negative Queues to make more accurate projections that consider both the customer's emotional condition and the resolution of their issue. As a result, subsequent exchanges will receive more precise feedback and better service.
Link videos to identifying positive queues and negative queues.