Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round. Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

Coronavirus is Transforming Every Aspect of Customer Experience

Bold360

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus. Through all of this, customers still expect a high quality of service and to receive information that is relevant to their circumstance, timely and of course correct.

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P The Center for Services Leadership provides leading edge research and education in the science of service. Carey Center for Service Leadership. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. But whenever I call a contact center now, I dread it. CCMC ~.