Eliminate the most damaging customer service frustrations
The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...
Two types of quality standards for employees
Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get started? Here is an easy, yet effective, approach. A proven way to establish quality standards for individuals is...
Practice seeing things from your customer’s perspective
The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand and experience the organization— and its products, employees and...
Clarifying customer experience responsibilities
An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone...