The voice of your customers - what they feel, what they want, what they say, how they speak about their problems, your product and your competitors, what they think - is everywhere. It's in the messages they send to your sales and support. It's in the reviews they leave online. It's in the forums and … Continue reading Everywhere
Tag: customer service
Unusual requests
Three ways to address an unusual request from one of your customers. 1. Sorry, we can't help, you can try over there. 2. We are sorry, we have tried and checked our policies, we can't help. You can try over there. 3. We are sorry, it's not perfect, but it should work. No need to … Continue reading Unusual requests
It’s not you asking
You need to establish a relationship with the people you are serving, and ask them how you are doing often. Of course, this means you might not like what they have to say, your customer satisfaction score might be low, you will have to work harder, and perhaps eventually you will have to change quite … Continue reading It’s not you asking
Openly ask
Do you ever bother to openly ask? A team member, what they would like to work on. A customer, how they will be using your product. A user, what topic would they be happy receiving content about. Your partner, how would they feel if something would happen. Your boss, what's keeping them up at night. … Continue reading Openly ask
A whole lot more
I can find all the praises for your product or service easily. I can talk to one of your reps in minutes. If I prefer so, your chatbot will guide me to the content most relevant to my situation. I can painlessly answer a survey to help you improve your website, and with one single … Continue reading A whole lot more
Do, measure and adjust
There are many different ways to address any case. Unfortunately, you probably have resources (attention, money, energy, motivation) to try one or two of them at the same time. The point is then to avoid lengthy discussions about which way is the better (not to mention pointless scenario-building that change the rules of the case), … Continue reading Do, measure and adjust
Unrealized potential
Customer service should be a function of marketing. It's an opportunity to establish a personal relationship with the customer, right in the moment when the customer wants to speak to you and is willing to provide information about their experience. Not only. If an organisation is smart enough to mine the information collected from customer … Continue reading Unrealized potential
