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Back in 2015 , we created The 7 Service Triggers, a framework for understanding common triggers or hot buttons that elicit a negative emotional reaction in customers. The 7 Service Triggers explored the idea that patterns are evident in the things that set customers off and that these patterns hold true across a wide variety …
I find it powerful to use processes as teaching tools. Processes help people remember the steps they need to take when executing a strategy — they give a framework for success. In Be Your Customer’s Hero, I had a chapter devoted to the CATER process, a basic process for resolving customer service issues. CATER stands …
This blog post was sponsored by my friends at Customer Contact Week. If you’re a contact center leader, make sure to check out this incredible event happening in Las Vegas on June 18-22, 2018. Our customers have psychological triggers, hot buttons that set them off and that can instantly make good experiences go bad. And …
3 Psychological Triggers to Prevent in Telephone Customer Service Read More »
In the past decade or so, the term helicopter parent became popular as a description of a parent who constantly hovers over his or her children, overprotecting them and microparenting. Similarly, a helicopter rep is a customer-facing professional who hovers over the customer, creating a sense of pressure and overbearing attention. Often, helicopter reps mean …
If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are not needed to create great customer experiences, they can still have a positive impact on your customer’s emotional state. WOWing customers is generally a good thing, and you should make …
Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological. By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority. Then it must …
Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around. Consistency is hard because it takes effort and discipline, not only on the individual level but on the much trickier team level. For example, in the …
Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don’t show them the organization’s service standards or how to treat customers. The first days on the job are often no different …
Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service. Like a father with his children, I don’t like to play favorites, but at some point, I must acknowledge that one skill is more important than all of the others. That skill is communication. Powerful, effective communication is foundational; …
Communication: The Most Important Skill in Customer Service Read More »
Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful of time, and damaging to the customer experience. So, what characteristics should you look for when hiring for entry-level customer service? …
5 Characteristics to Look for when Hiring for Entry-Level Customer Service Read More »
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