The Customer Service Hero tour just made its way through Atlanta, bringing service gurus in contact with Atlanta customer service representatives across a myriad of industries. This tour has been going strong since early September, and it has hit many significant locations along the way. The tour involves service experts from ZenDesk, Zappos and Groupon, and it focuses on effective collaboration in the customer service spectrum.
About the Customer Service Hero Tour
The primary organizer of the Customer Service Hero tour was ZenDesk, a company committed to the production of customer service heroes through the most innovative help-desk technology. This company is using their recent tour to acknowledge companies that have effectively utilized technology to bring customer service to a new level – the “heroes” of the service industry. Because both Zappos and Groupon are considered service leaders today, these companies brought their own form of expertise to the tour, offering a glimpse into what makes their customer service stand out from the rest.
Zappos, the online retailer, has long been known for its commitment to customer service. This company was founded around a customer-centered culture and wasn’t afraid to push the service bar to the next level. Groupon has had the unique challenge of providing consistent, quality customer service as the fastest-growing company in U.S. history. This type of challenge forces a company to think outside the service box, a feature Groupon has since become known for.
What Makes a Customer Service Hero?
According to ZenDesk, There are three factors that go into creating a true customer hero:
Different Perspective – Customer service heroes have a different outlook on customer service – they are not afraid to venture into unchartered territory when it comes to surprising and delighting customers every single day. Companies like Zappos, that make every corporate decision around how it will impact the customer, fall into this category. Companies should always ask how a procedure, policy or even new product will make their customers’ lives better, easier and more convenient.
Flexibility – To become a hero in the customer service industry, companies must provide their representatives with all the necessary flexibility to make a customer happy. When service reps are more concerned about following procedure than serving the customer, service quality automatically goes down. When they are allowed the freedom to make decisions that provide customers with the service they want, particularly in situations where the customers is unhappy or frustrated, service begins to shine.
Versatility – Companies that assume customer service is restricted to the front office or help desk are not destined to become customer service heroes. A service-minded culture must be passed down from the top, through corporate executives all the way to employees on the front line. This means customers might receive unexpected service from areas of the companies where service isn’t usually a priority.
Customer service heroes can be cultivated in any industry, as long as the company makes a habit of putting the customer first. Atlanta businesses interested in taking their service to the next level got plenty of fodder to chew on from the recent Customer Service Heroes tour.
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