The Journey to Great Customer Service
0 comments | 858 reads Each day our customer service team gets hundreds of emails from customers. These customer service emails range from the most basic username and password reset questions to the most complex technical server support requests and troubleshooting cases. Some cases are easy and quick. Others take time and effort as our customer service team embarks on a journey to find a solution.
The customer service journey requires vision.
Regardless of the customer, our team is dedicated to delivering an exceptional experience to each customer by helping each one know that they matter to us and that we will roll out the red carpet for them. But to do that, you have to know where you want to go.
As a team we have vision. We all believe in the best service experience for our customers. We see our customers as a life-long customer, not just a single sale. This means taking whatever time is needed to make sure we take care of the customer.
The best customer service rep was the last person I thought.
Russell wasn’t the top customer service rep on the team, numbers-wise. But he received more raving customer service reviews than anyone else did, by far. He wasn’t the most technical, the most knowledgeable, or the fastest in customer service. But there’s one thing he did the best. He was the best at helping customers understand that they were a team. Together they were going to find the solution.
No matter what had happened, Russell never began the interaction with what was done wrong. He never vented his frustration to the customer. If he ever ran into a wall, he would get back to the basics with the customer, explain what he wanted to do, and how he hoped to get there. He enlisted the customer on the journey to the solution.
The Customer Service Agent AND the Customer VS The Problem.
Today’s customers expect a battle every time they have to work with customer service. And that’s our fault. We’ve done a very good job at showing customers that we don’t care about service. If the number of customers venting their frustrations online is high, your number of loyal customers will be low.
We approach service by forcing customers through countless hoops, secretly hoping that they’ll drop off from our phone system (IVR) maze before they actually land in a queue to talk to a real human being. When they finally do, red tape, “policies”, and other gotcha’s are littered along the way to keep the customer from ever arriving at their desired solution.
We need to step back and evaluate our customer service systems, processes, and practices. Are they fostering and encouraging customer collaboration? Are they promoting solutions to customer problems? As we embark on a journey with the customer – which is much more likely to result in the outcome you want, we’ll begin to develop better customer relationships. The customer of relationships that allow customer service to build customer loyalty.
Flavio Martins
- About Flavio Martins |
Connect:
- 858 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
