Tag Archives: Leadership

BLOG SIKORSKI’S THINK ABOUTS 11/23/14 – THE HEART OF CX ON YOUR VOICE CHANNEL

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In my opinion, “The Heart of CX” is making sure your customers receive consistent and exceptional customer service regardless of the channel they choose.

How can you accomplish this . . .

  • Employee engagement
  • Strong brand strategy
  • Programs that develop leaders
  • Focusing on the customers journey throughout your organization
  • Personalization
  • Reaching out before the customer knows a problem exists

If customers use your voice channel, here are some staff training program tips for diffusing difficult customers:

  • Use the customer’s name
  • Let them talk
  • Interrupt only with
    • “I understand”
    • “I see”
  • Put the caller on hold, count to 10, then say
    • “I am sorry to keep you waiting Mrs. Taylor, please let me recap what you are saying”
    • “I am sorry to keep you waiting Mrs. Taylor, please continue

It is not easy to display good telephone manners if the caller is out of control; however, it is your staff’s responsibility to listen and act on what the caller requests.

Keep in mind, the “act” just might be to turn the call over to a Supervisor.

Thank you for reading and sharing my blog . . .

Laura Sikorski

lsikorski@laurasikorski.com

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BLOG . . . SIKORSKI’S THINK ABOUTS 11/15/14 – CX and OMNI-CHANNEL

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Omni-Channel is when your company, via appropriate technology, provides the same experience for your customers on the channel/method of their choice.

More simply put, the same brand information, policies and procedures are followed by your staff or displayed on your website, FAQs or mobile app.

View “omni-channel” through the eyes of your customer and “think like a customer” when you are developing your channels:

  • Orchestrate the process so that it is seamless, consistent and integrated with your front/back office systems
  • Realize and anticipate that customers may start off in one channel and move to another during resolution
  • Be sure any hand-off/transfer is easy and without the need for a customer to repeat why they contacted you

What is a great “omni” experience:

  • Knowing who your customers are
    • Interaction and channel type history
    • Products/services they purchase
    • Problems/Issues they have had in the past
  • Showing your customers they are valued by
    • Personalized offers
    • Rewards
    • Treatment
    • Pro-active contact BEFORE they know there is an issue

My advice, be sure you have a customer journey map for every customer interaction in every channel.

Thank you for reading and sharing,

Laura

Leadership + Empowerment = Great Customer Experience

SIKORSKI’S THINK ABOUTS WebTV Show 9/22/14

We discussed: Remembering Your Journey, Tenets, What Should You Be, How to Create a New Leader, What Is Empowerment, How Do You Start Empowering Your Staff and How Empowerment Motivates.  Our “Ask Laura” question was about motivating senior staff.  The voice and video may be out of sync on your computer and for that we apologize.  Next week our guest is Mike Conti, Call Center Technologist.  We will be discussing technology solutions that you should be “thinking about” to satisfy your customers.  Thank you for watching and sharing!  L

http://thedailyblu.com/video/sikorski-s-think-about-lead-by-example-not-by-your-power