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Showing posts from May, 2018

Help your Customer Service Teams Excel!

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Help your Customer Service Teams Excel!  

If you’ve ever worked in a contact centre or been around one for any stretch of time, you'll know that individuals working in the front-line naturally want to do the right thing by customers. Despite this, there are difficulties and complexities, competing priorities and bad performance measures dragging down the overall quality of service that can be provided. Some organisations seemingly prevent good customer service from ever being possible with kooky policies and procedures.
I saw a great example of this, whilst performing "Agent Shadowing" onsite the other day. This agent (which we will call "Frank") works on the front-line of a large contact centre in Melbourne. His focus and approach was spot-on, looking to provide good customer outcomes by going over and above his remit as a front-line advocate.
In this particular instance, a customer who was clearly frustrated and panicked, called in asking for help. She had sig…

Using Feedback to Improve Team Performance

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Feedback to improve all our performances is a valuable organisation and life tool. We should grow a culture of receiving and giving feedback whenever we see opportunities for growth of individuals. The approach in which feedback is provided is one of the most important areas to make it most effective.

Feedback should be provided in the context of genuine interest in staff improvement and not for point-scoring or using “the stick” as punishment and should be sensitive to the person’s needs. Feedback should be specific (using the SBI technique could be useful here stating a the specific situation, the behaviour exhibited and the impact it caused) and it should be realistic (something which the staff member can achieve and according to their ways of doing things).

Communicating effectively based on individual staff member styles is an important consideration. The four types of communication styles need to be taken into consideration which are process, action, people and idea. Depending o…

Think you’re doing omnichannel right? How to avoid stumbling in the execution

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This is an article originally published in Marketing Magazine
Paul Bichsel has six ways to deliver the best omnichannel customer experience. Digital disruption, increased competition, eroding customer loyalty and high employee turnover are all leading businesses to invest more and more into customer experience (CX). Everyone is scrambling for new ways to build customer loyalty, trust and evangelism. But there’s a problem. Relationships are complicated, and too many companies are forgetting this when it comes to CX. In fact, any customer service interaction is four times more likely to drive disloyalty than loyalty. Often what organisations think the customer will like, isn’t what they need. What customers expect from any interaction with a brand is responsiveness, transparency and empowerment.
Follow the leaders Innovative companies have one thing in common – they think about the entire customer relationship, merging the physical and online experience using multiple communications chan…