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10 customer service lessons from the week - 14-07-12

Lessons you can use to improve people, processes, and customer experiences.

Like all thing, change is a constant. Since 2009, I have been providing a weekly list of news and comments from the week preceding. While I have enjoyed the news portion, I feel I can provide a better service decreasing the emphasis on the technology portion of customer service and concentrating on the other toe traditional legs, policy/procedures and people. I hope you find this enjoyable and informational and that you tell your friends.

  1. Customer Service Tip: That Whiny Complaining Customer? She's Actually A Gift From The Gods “You address the first error, and there’s another one, or two, or three complaints right behind it, from the same customer.” – Forbes, Micah Solomon
  2. Agent Coaching that Your Workforce Actually Wants to Receive “While a total lack of coaching certainly won’t win your contact center any awards, it’s actually better than providing bad coaching. Bad coaching not only fails to effectively address the performance issues that are driving your customers up a wall (and away from your company), it also makes agents completely resistant to coaching, and can lead to them stuffing their supervisor in the trunk of a car.” – ProductivityPlus, Greg Levin
  3. Customer Experience Begins Before The Sale “Wikipedia defines Customer Experience as ‘the sum of all experiences a customer has with a supplier of good and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction.’ “ –, Jim Bass
  4. The Three Contact Center “Coacheteers” and Agent Engagement “Dumas penned their famous and often quoted ‘all for one, one for all’ motto in this novel. When I read this phrase recently, I thought of the daily battles fought in our own contact centers to keep the customer experience great and agent engagement top-notch.” – ProductivityPlus, Melissa Kovacevic
  5. 5 Customer Expectations Every Contact Center Should Know " Customers expect to get a reply, or at least an indication that you got their message. Even a simple “ok” will suffice. But the second someone doesn’t get a reply to a text, it is natural for them to assume that either something went wrong or that they are being ignored" --, Elias Parker
  6. Six Things Millennials Expect from their Customer Service Experience "If you want to talk to Millennials—and you will want to—then you need to speak the same language they do." - Five9 Blog
  7. 5 Ways to Build Agent Camaraderie (and tackle attrition) in Your Contact Center “When you spend 90% of your workday alone inside a cubicle tethered to a workstation handling an endless stream of calls, emails, chats and tweets from demanding customers, it’s tempting to start looking for the exit.” Off Center, Greg Levin
  8. What Does It Take To Access And Hear The Richness Of The Voice Of The Customer? “I invite you to take a zen like look into the whole ‘voice of the customer’ thing. By ‘voice of the customer’ I mean the practice of using customer surveys to get customer feedback. And then turning these individuals customer surveys into tables, charts, reports, and presentations which are fed to managers. By zen I mean a simple direct looking into the concrete reality void of ideology-conceptualisation and self deception.” – Customer and Leadership Blog, Maz Iqbal
  9. Gamification is the Perfect Complement to Classroom Training “Your organization is undoubtedly awash in data, not just about your customers, but also about your employees. You know how they are performing versus their targets and their teammates. You know which behaviors are exemplary and which need attention. What if you could motivate them to work on weak spots on their own?”
  10. Technology Is Raising the Customer Service Standard “And yet, on the whole, the industry is reaping numerous benefits from the adoption and implementation of these digital tools. Everything from business-to-customer interaction to product accessibility to brand accessibility can be made better through technology. Customers can now window shop online; they can voice their concerns – or their approval – in a public outlet, and in the process, feel that their voice is getting heard; and they can enjoy exponentially more control over the entire shopping experience, through apps, online stores, social media, and more.” –, Jessica Oaks