Thursday, September 21, 2017

Random Acts of Customer Service Kindness

By Sean Hawkins

Kindness is the root of all good things. This saying has significant meaning to those in customer service. Providing service is one thing. That is expected. However, extending kindness creates special moments for customers. Kindness can be the difference in retaining a customer, or more importantly, brightening their day.

Customers rarely expect something for nothing. Usually, during moments of service failures, is when a customer may request a refund or discount. Under those circumstance, it's only right to oblige. But what if nothing is wrong? These are the ideal opportunities for random acts of kindness. Why? Kindness shouldn't be the result of a bad experience.  Rather, it is always looking for an opportunity to express itself.

What are some easy and effective ideas a contact center can utilize? Here are things I have done that really go over well with customers, and staff:

  1. Hand written notes
  2. Gift cards
  3. Discounts
  4. Free subscription
  5. Social media shoutout
  6. Flowers
  7. Coupons
  8. Gift basket
  9. Company swag
  10. Celebrate special occasions

The benefits of such kind gestures goes beyond what can be measured. Yes, you may retain customers, improve loyalty and create ambassadors. But what is better than doing something nice for someone, simply for the sake of being kind?

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Connect with me on LinkedIn and Twitter.

#CustServ #QOTD

Wednesday, September 20, 2017

"Follow the Leader" Featuring Debi Mongan

Debi, what does good service mean to you?

Good customer service means being prepared. The first step in providing good customer service is to anticipate and prepare so that the customer rarely needs to be serviced. Customers will need help at some point, but if you start there you are miles ahead of the game. When customers do reach out, it is important to, again, be prepared. By prepared, I mean have front facing agents that are well trained, empowered, supported, and are rarely caught off guard. Behind the scenes you make this happen by having an organization that values their employees, fosters an environment where the staff from all departments interact and share information on all levels, and everyone understands that the customer comes first. Customers will then feel valued as well, and it doesn’t get any better than that.

Debi Mongan has nearly 25 years experience leading award-winning call centers in several industries including publishing, professional sports, and travel.  She has spent the last 10 years developing strategies to improve culture and attrition by taking care of the front line. She is the founder of The Mindful Call Center.

Follow the leader Twitter | LinkedIn

#CustServ #QOTD

Tuesday, September 19, 2017

It Didn’t Happen if it’s not in the Support Ticket!

By Sheree D. Kenner

There is nothing more frustrating than working a support ticket that has missing or incomplete work notes. 

Quality work notes are essential to preventing rework, having customers repeat their problem, and avoiding delays in service. If someone is uncertain about what you did, after reviewing your support ticket, your notes are incomplete. 

Instead, ensure every ticket contains the required information to provide support and resolution. Information that should be documented in a support ticket includes:

  • Customer information
  • Date & time
  • Detailed explanation of the problem
  • Method/channel of contact 
  • Triage results
  • All troubleshooting steps, and results
  • Additional needs to ensure resolution
  • Customer's expectations
  • Any additional information pertinent to troubleshooting and resolution
  • Correct ticket status

Activity Compliance is a key component of exceptional service. It is the company's record of services provided, and the resolution attained. Therefore, do everyone a favor, put it in the ticket! Otherwise, it didn't happen.

I am an experienced senior leader with a proven record of coordinating business technology support, designing and executing standards and procedures, coordinating large-scale projects, and delivering process enhancements. I specialize in ITSM, ITIL, Knowledge Management, and building best in class practices for IT organizations.

Connect with me on LinkedIn

Social Media Customer Service Stats and Trends You Need to Know (Infographic)

Social Media Customer Service Stats and Trends You Need to Know [Inforgraphic from Provide Support]

#CustServ #QOTD