Customers of the World Database
Customer Experience stories from around the world
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Give them the tools
When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.
What “proactive” looks like
Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
Not your fault, not your problem? Think again.
When a customer places an order online and receives a damaged item, who do they hold responsible?
Forest for the trees
Any customer interaction or purchase is not merely about a sale, instead, it’s laying the groundwork for potential future sales.
HIPAA laws?
Disagreements happen, and the customer isn’t always right, but they can be treated with respect as you get to the bottom of an issue.