Narrowing your front line’s attention to a small set of high-impact things they should focus on is critical for getting early wins and ultimately gaining broad frontline adoption.Effort reduction is an experientially learned skill with no clear-cut rules or scripts.Instead, focus on live coaching (integrated, near real-time, & from managers or peers) and moderated online team discussion forums. Classroom training is ineffective other than for (a) onboarding (b) kicking off major new initiatives.Traits of great customer service professional: (a) IQ – advanced problem solving (b) basic skills and behaviors (c) emotional intelligence (d) control quotient – resilience. Control quotient is “unlocked” by three environmental variables: trust in rep judgement, alignment with company goals, a strong peer support network.Traditional niceness/concern/empathy has a neutral impact on loyalty.Email resolution is inefficient for nearly every issue.Do your non-customer-facing work as efficiently as possible so you can have more time to talk to customers who need your help. Deploy incentive systems that value the quality of the customer experience over merely speed & efficiency.Customers care far more about having their problem go away than about how they get to that outcome.
Averages hide important discrepancies in data. An average score is far less important than the distribution.Set a seven- to fourteen-day window for tracking call-backs.Measure three things (a) Overall loyalty using a metric like NPS (b) Effort in service transactions using a metric like CES (c) The customer’s service journey – how many touch points? Of what type? Via which channels? In what sequence?.Customer Effort Score: “The company made it easy for me to handle my issue,” after which the customer is asked to answer (on a common 1–7 scale used in most customer service surveys) whether they agree or disagree with statement.NPS is better but focuses on the entirety of the customer experience, not individual (“micro-experience”) service interactions. Customer satisfaction is a poor predictor of loyalty.Don’t become paralyzed searching for the perfect metric. Ensuring the phone number to call the company is easily found on the web (worst case, in the bottom right of the footer) create incentives for self-service, but don’t overtly discourage live service.Ensuring the information is clear (in customer, not company language worded from the customer’s point of view chunked in active voice).Ensuring customers find the information they need, esp.Boost the “stickiness” of self-service channels (esp. Not making the customer repeat informationĤ. Looks like I can get you on the 9pm flight today.
Anchoring: Position a given outcome as more positive and desirable by comparing it to another less desirable one (ex: If customer's 9a flight is cancelled, say "I know I can get you on the 9am tomorrow but let me see if I can get you on anything today.Positive language: Don’t tell customers what they (your you) can’t do, tell them what they (or you) can do.Advocacy: Demonstrate clear alignment with the customer and support them in an active way by understanding their primary motivation (ex: When asked for a dining recommendation, hotel concierge should first ask if business or individual or family?).“Experience engineering” to provide personalized service and to lower “perceived additional effort to resolve” issues (= guiding customers using carefully selected language to feel pretty good about an outcome that most likely was not their first choice) Don’t forward-resolve complex issues on the phone though OK to do so via short, well timed emailsĢ.Forward resolve only the immediately adjacent issue. Proactive “next issue avoidance” recommendations based on what most frequently causes customers to come back for service.First contact resolution to avoid channel switching, transfers, call-backs Instead, focus on mitigating disloyalty (and bad word of mouth) by reducing customer effort. Bottom line: The goal of “delighting customers” is misguided it is expensive, rare, and has virtually no impact at scale.
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