Customer Service Is Learning To Scale ‘The Human Touch’

Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast, first time and reduce customer effort.

Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.

These articles explore the state of the art and underlying issues.

Team Leaders As Performance Coaches

April 29, 2012
Team Leaders As Performance Coaches

In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily routines and mindset now required. This is the result of ever increasing pressure to deliver step changes in customer experience.  How that’s done is of course a broad topic and one [...]

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Ever Thought About ‘Selling’ Service?

January 23, 2012
Selling Customer Service

Here’s what the Customer Service industry is missing: a service catalogue. A what? It’s like a product catalogue, only for customer service. Your service in fact. The one you provide to your customers, courtesy of your customer service operation. It’s strange but true that service professionals never think of telling their customers what they ‘sell.’ [...]

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Team Leaders & Their Changing Role In Customer Service – session 1

June 21, 2011
Team Leaders Changing Role

Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just for the sake of this made up timeline, imagine ‘Phase One’ as the time when call centres were brand spanking new. They were the Social Media of their day 30+ years ago, [...]

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Is A Customer Service ROI Provable?

April 26, 2011
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Is there a plausible ROI To Customer Service? This is a question that has bubbled away for ages and every so often someone has a go at cracking it. The challenge is this. Can they trace a causal link between ‘service excellence’ and some form of ‘money made’ or ‘money saved’? To date, no one [...]

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Painting A Customer Service Strategy: session 6

February 18, 2011
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This session explores continuity and capability. The first is about staying on track with your customer service strategy even when those in charge keep leaving. The second explores the likely range of options  for developing your customer service strategy in the first place. Achieving Strategic Continuity Even When Leaders Go AWOL Let’s deal with continuity [...]

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Painting A Customer Service Strategy: session 5

December 15, 2010
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What are the management implications of trying to live by a customer service strategy? Previous sessions (one, two, three and four) have already explored quite a bit of the relevant context and content for painting a customer service strategy if you want to catch up. In this next set of sessions,  I’m assuming you already [...]

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