Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
Why customer service
is failing and why it’s time
to turn it upside-down.
There’s no nice way to say this:
Customer service, on average,
ranges from disappointing to
The ‘good’ news is that expectations
are really, really low.
When an issue comes up, we all expect
to be thwarted, delayed...
The bad news is that expectations
are rising fast.
Some innovators have seized market
share quite visibly on the back of f...
Chances are, you’re being
outplayed right about now
by one of these disruptors.
Which means you’re going to lose out
to co...
Here’s the crux of the problem:
In most businesses, the customer
service agent works for the company.
In great customer companies,
the company works for the customer
service agent.
And this ‘upside down’ approach
changes eve...
Some are in consumer markets,
some in B2B.
Some sell shoes, others books,
or flights or data centers.
But they all have one thing in common:
They all empower their customer
service agents.
It’s all about the people.
Great customer companies recognise
that their entire service culture and
every penny invested in customer delight
comes to...
So they treat them like the most
important people in the company.
Which is exactly what they are.
Yes, the new customer service heroes
have fantastic service cultures that start
from the very top.
There’s never any doubt...
And yes, they hire better, train harder
and monitor more closely.
They only employ people with enormous
empathy, pour thei...
But then they do something else:
they really give their customer service
people the power to do their jobs.
Instead of tying their hands with rules,
policies and productivity metrics, they
free them to do what their hearts tell
th...
How do they empower their agents?
We talk about this in a recent blog post,
but it’s worth hitting the key points here.
Customer agents are empowered
and encouraged to delight customers.
Because they can't deliver great service
with handcuffs ...
The knowledge of the entire company
is at their fingertips.
Because clueless support agents can’t
help anyone.
To help them find and enlist the
very best people in the company
(often with some kind of social
collaboration tool).
Becau...
So they can see a rich profile of
each customer and their entire
interaction history before they
even open their mouths.
Be...
By using self-service channels for the
easy, routine stuff, agents have more
time to dig into the trickier cases.
Because c...
Great customer companies tend
to have great customer communities
that weigh in and help each other out.
Because happy cust...
That’s what an upside down service
operation looks like.
Led by empowered agents with the
backing of the entire organisati...
So let’s take stock.
No matter what company or industry
you’re in, you’re at a fork in the road
right now.
You can aim for...
You can treat customer service people like
low-wage, high-turnover phone-fodder.
And you can try to simulate empathy
while...
Or you can aim high, empower your
agents, delight your customers and be the
disruptor that eats all the market share.
This tirade was brought to you by
on behalf of customers everywhere.
Click here to download our
to find out what makes a truly stellar customer
service team.
 Why customer service is failing and why it's time to turn it upside-down
Prochain SlideShare
Chargement dans…5
×

Why customer service is failing and why it's time to turn it upside-down

14 054 vues

Publié le

We’ve had a think about how a “good” customer service organisation can become more like one of these “outrageously brilliant” service disruptors, and we reckon it comes down to doing six things differently. Take a look at this Slideshare to see what those six things are.

Publié dans : Business
  • Soyez le premier à commenter

Why customer service is failing and why it's time to turn it upside-down

  1. 1. Why customer service is failing and why it’s time to turn it upside-down.
  2. 2. There’s no nice way to say this: Customer service, on average, ranges from disappointing to
  3. 3. The ‘good’ news is that expectations are really, really low. When an issue comes up, we all expect to be thwarted, delayed, frustrated and ignored on our twisted route to resolution.
  4. 4. The bad news is that expectations are rising fast. Some innovators have seized market share quite visibly on the back of fantastic customer experiences and stellar service and support. We’re all starting to expect more.
  5. 5. Chances are, you’re being outplayed right about now by one of these disruptors. Which means you’re going to lose out to companies that don’t just ‘get’ great customer service but live it with every fibre of their corporate body – and deliver it with outrageous consistency.
  6. 6. Here’s the crux of the problem: In most businesses, the customer service agent works for the company.
  7. 7. In great customer companies, the company works for the customer service agent. And this ‘upside down’ approach changes everything.
  8. 8. Some are in consumer markets, some in B2B. Some sell shoes, others books, or flights or data centers.
  9. 9. But they all have one thing in common: They all empower their customer service agents.
  10. 10. It’s all about the people.
  11. 11. Great customer companies recognise that their entire service culture and every penny invested in customer delight comes to life (or dies a slow death) in the hands of the people who touch customers every day.
  12. 12. So they treat them like the most important people in the company. Which is exactly what they are.
  13. 13. Yes, the new customer service heroes have fantastic service cultures that start from the very top. There’s never any doubt in any corner of the business what the top priority is and how people should behave every day.
  14. 14. And yes, they hire better, train harder and monitor more closely. They only employ people with enormous empathy, pour their service culture into every one – and weed out the people who don’t get it.
  15. 15. But then they do something else: they really give their customer service people the power to do their jobs.
  16. 16. Instead of tying their hands with rules, policies and productivity metrics, they free them to do what their hearts tell them; inspire them to do great things; and reward them when they do.
  17. 17. How do they empower their agents? We talk about this in a recent blog post, but it’s worth hitting the key points here.
  18. 18. Customer agents are empowered and encouraged to delight customers. Because they can't deliver great service with handcuffs on.
  19. 19. The knowledge of the entire company is at their fingertips. Because clueless support agents can’t help anyone.
  20. 20. To help them find and enlist the very best people in the company (often with some kind of social collaboration tool). Because no one is too important to help a customer.
  21. 21. So they can see a rich profile of each customer and their entire interaction history before they even open their mouths. Because there’s no excuse for ignorance any more.
  22. 22. By using self-service channels for the easy, routine stuff, agents have more time to dig into the trickier cases. Because customer service agents are far too important to waste.
  23. 23. Great customer companies tend to have great customer communities that weigh in and help each other out. Because happy customers are the best and smartest advocates.
  24. 24. That’s what an upside down service operation looks like. Led by empowered agents with the backing of the entire organisation and armed with the knowledge, tools and inspiration to create impossibly great customer experiences.
  25. 25. So let’s take stock. No matter what company or industry you’re in, you’re at a fork in the road right now. You can aim for ‘above average’ service for your market.
  26. 26. You can treat customer service people like low-wage, high-turnover phone-fodder. And you can try to simulate empathy while your competitors demonstrate it.
  27. 27. Or you can aim high, empower your agents, delight your customers and be the disruptor that eats all the market share.
  28. 28. This tirade was brought to you by on behalf of customers everywhere.
  29. 29. Click here to download our to find out what makes a truly stellar customer service team.

×