Beyond Philosophy
JUNE 1, 2023
They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.
Beyond Philosophy
OCTOBER 8, 2020
For example, I was running a workshop for a client in the mobile communications market. The VP of customer service was late and came into the workshop after about an hour looking fraught. In another client situation, I spoke with a senior manager at a water utility we were consulting. Second, there is a lost opportunity cost.
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ijgolding
SEPTEMBER 13, 2018
Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting capacity, all around the world. One of the things we speak about regularly is the accountability, predictability and sustainability of the organisational approach to customer experience.
Beyond Philosophy
JANUARY 17, 2018
These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Simply put, mental accounting works with emotions also. I was running a workshop in the states for a mobile company when the sales manager came in late.
CX Accelerator
NOVEMBER 11, 2022
Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.
CSM Practice
SEPTEMBER 15, 2019
For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. 3) Workshops. Value Creation for Service Companies.
Taylor Reach Group
MAY 11, 2021
Since Guiding Principles empower call centre staff to make decisions, take accountability, and resolve customer issues, authority levels may need to be reviewed and additional ways to resolve certain situations developed. Encourages employees to take accountability for issues where there may be exceptions to the usual policy.
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