John DiJulius | Customer Experience Blog


Results from Building a Relationship Center
June 1, 2016, 6:50 am
Filed under: call center training, Customer Service
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.

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Book Smart Doesn’t Equal Customer Service Smart
April 6, 2016, 7:05 am
Filed under: call center training, Customer Service, Patient Experience
 

Growing up, I was a wiz in spelling but throughout medical school and residency (eight years of intensive studying and rare sleep) my focus was entirely on medicine. There wasn’t time for pleasure reading and my brain couldn’t fit another fact into it.  Subsequently, my ability to spell significantly dropped off and I found myself “i before e-ing” a lot more often. My focus was entirely on one area and while that built up, other areas dropped off. Fortune Magazine said in a 2016 article, “…learning comes with a cost and the more time you spend learning, the less time you spend enhancing skills. There gets to be a point where the distraction of learning eats away at your ability to capitalize on it.”  I would argue that intensive specific learning, as found in medical school, law school and those similar, eats away at not only “hard skills,” like spelling, but also “soft skills,” like hospitality or Customer Service.

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Do You Have a Call Center or a Relationship Center?
March 30, 2016, 7:03 am
Filed under: call center training, Customer Service
Background: the White Collar Sweatshop of our time

In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or director, this made perfect sense to me. Most call centers I am familiar with are in a less than desirable location within the office, and a place where work is sent that others cannot complete – things the CSR’s can do while they are “on the phones”.Think about the typical call center environment for a moment – perhaps your own. They are very often made up of mundane cubicles allowing for little to no creativity. Call times and wait times are the metrics that matter most, which automatically causes each call to be about the transaction rather than interaction. And last but certainly not least, many CSR’s see limited growth opportunities, even in companies experiencing tremendous growth.

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