Linkedin User LinkedIn Posts

Retailers face multiple customer service pain points - both from the customers and their own employees.

The key to changing these satisfaction gaps

Retailers face multiple customer service pain points - both from the customers and their own employees.

The key to changing these satisfaction gaps

You know FCR is important, but don't measure it. There's an easy way to get around that.

First, what is FCR?

FCR stands for First

I took my dad to Mister A's for dinner. It wasn't anywhere close to his birthday.

The special dessert came from a quick-thinking, empowered

Serving customers on the phone is tough.

Distractions make it even harder.

You need to give customers your full attention if you want to provide

I managed a customer service team in the early days of email.

We didn't have standards or guides at first.

Someone would get assigned to

Why do you go to Starbucks?

Knowing the answer could help the struggling chain.

Here's why people DON'T go to Starbucks:

1. Great-tasting coffee. (It's good,

Automation isn't taking over customer service just yet.

A consumer study from Gartner shows why.

The study surveyed 5,728 people in December, 2023. It asked

I've just finished Season 3 of Welcome to Wrexham.

It's a great lesson on being mission-focused. (no spoilers)

Here's the Wrexham AFC mission:

"Our goal is

Hire for attitude, train for skills.

Okay, what attitude?

I've seen a lot of customer service employees get hired, and then quickly leave. (Or get

The customer service manager thought he was being proactive by putting out a suggestion box. He was surprised to get nothing but complaints.

"What

Expectations influence how customers view service.

Many of those expectations come from you.

Managing Customer Expectations provides practical advice for helping customers avoid unpleasant surprises.

This

I usually post about customer service.

Today I share this.

I recently took a vacation. It's hard to take time off from work when you

I used to work for a parking management company.

Hidden customers made it a tricky business.

The obvious customer was someone who parked their car in

Customer service teams have hidden customers.

Do you know yours?

A customer is anyone you serve. Hidden customers are groups who aren't normally thought of as customers.

For

You want to give your team customer service training.

The challenge is time.

There's never enough of it. You've already got your hands full between

Every customer service team has KPIs.

Customer-focused teams use them differently.

Let's say a customer calls a contact center. They're on hold for just three

A customer experience vision shouldn't take months to write.

You just need two hours.

Two months is overthinking. It rarely goes well.

Two hours is focused.

I went to REI to buy a pair of hiking poles for my wife. I wasn't sure what to get, so I asked

Don't confuse rewards with recognition.

They are very different to customer service teams.

Rewards don't work. This is for a number of reasons:

1. Expected
Rewards are