Filed under: Amazon, Customer Service, customer service conference, Customer Service Revolution, Customer Service Training, Uber
|Robots Are Taking Over Call Center Jobs
Remember when we used to hear Prince’s song Party like it’s 1999 and it seemed so far into the future. How about year 2020? Well it is just about here, less than three and half years away. Like the show The Jetsons, it is now a reality. Today, robots assemble our cars and move Amazon fulfillment center shelves around. Many Customers get irritated when talking to Customer service reps who seem to just be going through the motions, giving us scripted answers, rushing because they are trying to adhere to their allowed time per call. If you think that is bad, just wait –the future is here. Within a few short years, we will be talking to actual robots working in contact centers. Many companies that run outsourced call centers are working towards turning these jobs over to machines. An article that appeared in The Consumerist titled As Expected, Robots Are Taking Over Call Center Jobs, tells how advances in artificial intelligence will mean that call center representatives and chat representatives can be replaced with cheap and reliable workers who don’t need sleep or meal breaks.
|Your Best is Unacceptable
This may sound mean or unsympathetic, but one of my least favorite sayings is “I gave my best.” To me, it is an unacceptable crutch. I don’t want to hear it.
My personal feeling is this: when the goal is to accomplish greatness, go where no one or team has gone before. I wasn’t asking for your best effort; your best is what you were capable of in the past. I was expecting you to figure it out, to try a thousand ways; if need be try another thousand ways. I was expecting you to innovate, lose sleep, get around it, find loopholes, research, sweat like you never have before. Every extraordinary accomplishment, invention, or revolution was not a result of someone giving his or her best. Somehow that person or group found a way to do what no one else could do; they did the impossible; they did what no one had ever done before. The real issue is: it’s not the effort that is in question at the moment or during the event; it’s what you put into it leading up to it. Whether you win or lose, get the sale, or ace the test, it is all determined by the effort given in preparing for the event. Every match is determined long before the contest happens. So the next time you fail, before you want to make yourself feel better by saying “I did my best,” consider if you had given your best in the preparation. The actual effort given in the event has the littlest to do with the outcome.
Filed under: Customer Service
What if you posted all your Customer Reviews on your website?
What if you had your Customers review all your Lawyers, Account Executives, or the products you sell and then you posted them on your website? I am not talking about raving fan testimonials. All of your Customer reviews, allowing Customers and potential Customers to see who your highest and lowest rated service providers or products are. Customers could see things like, “Jeremy was extremely slow to respond to my calls and emails.”
|Talk less – smile more Richard Branson shares great advice in his blog titled, Talk less – smile more. “If everyone [talked less and smiled more] the world would be a happier place. Stop to really listen, pay attention to your companion, and truly hear what they are saying, is all too rare. Often we are too quick to step in and talk over them, especially in the business world. When you take a step back, smile, and listen, it can be really rewarding. It will also often end up in a more meaningful connection, which will in turn lead to more smiles.”|
| Are part-time employees hurting the Customer Experience your company delivers?
Since the recession and Health Care Reform we have seen a huge trend of companies shifting workers to part-time to lower payroll and avoid paying for employee health insurance. However, there is one company, Sheetz, headquartered in Altoona, PA, that is bucking that trend and is made up of a majority of full-time workers. Leaders at the convenience-store and gas-station chain say having full-time workers behind the register results in better customer service, lower turnover and a more engaged workforce. Executives agree this will lead to higher sales and profits, which was reported in an article, “Full-Time Hires Buck the Trend at Fast-Food, Retail Chains.”
|I have heard some great feedback since my article titled, “Turning your Call Center into a Relationship Center” was published at the end of March. Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time. Others shared that they have identified a date to conduct their own Customer Experience Cycle (CEC), and will keep me posted on the results.|