Company Service Aptitude Test (C-SAT)
When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test (C-SAT).
The C-SAT not only pinpoints the Service Aptitude Level of your organization, but more importantly, it lets management know where the strengths and opportunities are in order to get to the next level. The C-SAT is based on the X-Commandments to providing a World-Class Customer experience from the groundbreaking book What’s the Secret? These are the 10 principles shared by every great Customer service organization.
Filed under: Customer Service, Customer Service quotes, Customer Service Revolution, Customer Service skills, Customer Service Training, Customer Service Vision
In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team.
There are certain things in life that you don’t want to price shop, look for discounts or take the lowest bid. Things like a heart surgeon or new brakes on your family vehicle.
The value placed on these services is extremely high and there is potential for irreversible damage. Which means in these circumstances you cannot afford to choose anything less than the best. How good of a job are you doing at creating value on the expertise and experience of your services? You need to make your Customers fear that if they choose anyone else, there will be irreversible damages. We need to educate our Customers that they cannot afford to go cheap.
We all have a company or two that we can’t fathom life without. What are the few companies that you would be extremely upset if I told you, “You can no longer do business with them, ever again?” When I ask my audiences this question, the same brands always get mentioned: Apple, Starbucks, Nordstrom, & Amazon as well as local mom and pop shops. Now the important part is, think about what they have done and what they consistently do to make you so loyal, to make you feel that you cannot live without them. That is power. That is brand loyalty. The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant.
I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my thirteen-year old son, Bo DiJulius. I have been so intrigued by his ability to strike up a conversation with someone he has never met before and have him or her share so many intimate details with a teenager. So I asked Bo if he could share how he does it.
Customers crave recognition and a personalized experience. In short, technology cannot provide genuine hospitality. It cannot express empathy, make people feel good, take care of others, express emotions and vulnerability in a relatable way, or make people laugh. We have subconsciously sent the wrong message to all our employees, that it is about the technology – our website, apps, social media, virtual tour, iPads, kiosks, self-check out. So our employees have started using the technology as a crutch, thinking they have less importance, less of a role with the customer. They rely on the technology to provide the experience. We need to reverse that. Customer experience is 10% technology and you are 90%.
We have all heard the preflight safety announcements when the flight attendant says, “You must put on your own oxygen mask before helping those around you.” What use will you be to anyone else if you do not take care of yourself first? Think of how that applies to our life and what we need to do for ourselves before we are capable of impacting those around us.
RBF is something to be taken seriously in all of our businesses, with any of our Customer facing/interacting employees, whether it is face-to-face, ear-to-ear, or click-to-click. A smile is just as much a part of the uniform as anything else employees are required to wear: uniform, nametag, hat, and smile. Everyone should have a smile and it should be genuine. A smile shows teeth. In my companies, we have sent team members home for being “out of uniform,” for not smiling. I like to tell my employees, “If you are happy, tell your face.”
Leaders love to talk about revenue streams by showing graphs and charts with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue. However, there is one critical component that every business has in common, which is never discussed. 100% of your sales come from one place. Your customer! When you look at it that way, it sheds a stronger light on why companies need to put more emphasis on building an incredible consistent customer experience that becomes your number one competitive advantage and helps make price irrelevant.
The average annual global budget spent on marketing and advertising is $500 billion a year compared to $9 billion spent on customer service. The shortsighted obsession of constantly bringing new customers/traffic to your business is significantly more expensive than building an incredible customer experience. Companies spend millions creating and advertising their brands, yet the customer’s experience is what drives customer perception and loyalty.
How do you know if you received an ‘Experience’ or just a ‘Service’? How do you know if you have delivered an ‘Experience’ or just a ‘Service’? Customer Service is WHAT you do; Customer Experience is HOW you do it. Turning what was once a mundane transaction into a unique memorable moment means you have to re-evaluate everything you do, every way you interact with your Customer, regardless of the length. It could be a one-hour face-to-face meeting, a conference call, a 10 second check-in, a call transfer, or an email reply.
My entire life I have been a collector of something very rare and priceless. People compliment me on my collection all the time. I believe it is the best gauge of a person’s character. I constantly stress to my three sons and all my employees that they should collect the same thing I do. What I collect are rare people in my life. The key word is rare, for I am extremely choosy on whom I collect. I collect relationships with uncommon, loyal, unique, high moral, genuine, and most importantly POSITIVE people. If people judge me by who I surround myself with, I am a champion.
Filed under: Customer Experience, customer experience management, customer experience news, Customer Service, customer service conference, Customer Service Consulting, Customer Service quotes, Customer Service Revolution, Customer Service skills, Customer Service Training, Vision Quest
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.
|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.”|
Filed under: customer experience training, Customer Service, customer service conference, Customer Service skills, Customer Service Training
|Win a ticket to the 2016 Secret Service Summit!
We want to hear the best things you took from last year’s Secret Service Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The company with the best ideas and implementation will win a ticket to the 2016 Secret Service Summit. Send your video links to Nicole@thedijuliusgroup.com. See example on our new blog.
Filed under: B2B Customer Experience, Customer Experience, Customer Service, Customer Service Training
Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a bag, gave you your receipt and thanked you. Was it bad? Not at all, it was a typical transaction that would repeat itself at 99.9% of stores you visited in any airport in the US. Was it a memorable experience? No, that purchase will never cross your mind again.
So how do you know if you received an ‘Experience’ or just a ‘Service’? How do you know if you have delivered an ‘Experience’ or just a ‘Service’. People use these words interchangeably. Is Customer Service the same as Customer Experience from an interactional standpoint? That is what this article will define: The difference between someone providing a ‘Service’ versus an ‘Experience’? Let’s break them down and see.