Customer Service Excellence Review #17 - Talkdesk - ContactCenterWorld.com Blog
Happy Leap Week and first week of March! We’ve got a great batch of tips, tricks and ideas for you this week, so let’s jump right into Customer Service Excellence Review #17.
Empowering Employees to Improve Customer Service
Independent Retailer || February 25, 2016
As the old saying goes, “The customer is always right.” But perhaps this idiom isn’t serving us. This article posits that the power dynamic between customer and employee should be shifted to something more equal so that employees don’t feel as if they are servants. This will empower employees to use their personalities and problem-solving skills to help customers.
Delight the Customer or LOSE YOUR JOB: Restoration Hardware CEO Sends Scorching Memo
Bloomberg || February 25, 2016
Restoration Hardware CEO and chairman Gary Friedman sent out a controversial email to his team in late January, comparing his company to a burning building and accusing his employees of not focusing on saving the people in the building, i.e. the customers. His mostly caps rant included an apparently non-ironic threat that employees should create a delightful customer experience or get out.
Acceptable Customer Service Drives Away Customers
Forbes || February 23, 2016
This article is less of an article and more of a series of short stories. Each story supports the idea that providing adequate customer service is not enough anymore. Customer service excellence is not only a goal, it’s a requirement. One of the major points the author touches on is the idea that teams within companies should work together with the customer in mind. Siloing teams only distracts from the end user.
Publish Date: March 1, 2016 5:00 AM
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