The Most Important Aspect
Summary:
Importance of Customer Service Experience- - Discussion on starting Caffeinated CX and increasing presence
- - Belief in the mission of customer service and the importance of gaining customer service experience
- - Customer service can be difficult due to high-stress situations like Black Friday.
- - Customer service representatives often face mistreatment and need to be treated with care.
- - Reps seen as face of company but treated poorly by customers and leadership
- - Culture ingrained to undervalue service work, leading to self-deprecation
- - Taking care of employees leads to better customer care
- - Employee experience influences customer experience exponentially
- - Customers feel neglected if employees are not taken care of.
- - Customer service is crucial beyond just the frontline.
- - Enlightened companies prioritize customer service and understand its importance
- - Naive companies neglect or fail to execute on customer service, treating customers purely as transactions
- - Customer-centric companies prioritize customers in all aspects, even in meetings.
- - Progressive companies also prioritize frontline employees, ensuring their voices are heard.
- - Being of service is not a sign of low importance, but rather, a crucial role in representing the company and retaining customers.
- - To excel in customer service, it's important to let go of ego and recognize the significance of the front line in a company.
Fueling Exceptional Customer Experiences: A Journey into Caffeinated CX
In a world where customer service reigns supreme, the transformative power of exceptional experiences is undeniable. Join us as we dive into the realm of Caffeinated CX, where every interaction is an opportunity to amplify your brand and elevate customer satisfaction.
Igniting the Caffeinated CX Movement
Embark on a journey toward elevating customer service with a raw, no-nonsense discussion about initiating Caffeinated CX. Real-world examples illuminate the impact of a customer-first approach on business success, inspiring you to take action and revolutionize your customer experiences.
Navigating Customer Service Challenges
Unveil the hurdles faced in customer service, particularly during high-stress scenarios like Black Friday. Delve into the harsh realities customer service representatives encounter, from mistreatment to undervaluation. These challenges underscore the critical need for compassion and unwavering support in the customer service arena.
The Heart of Employee Experience
Discover the profound connection between employee satisfaction and top-tier customer care. By prioritizing the well-being of frontline employees, companies can create a ripple effect that enhances the overall customer experience, forging lasting relationships and driving business success.
Cultivating a Customer-First Culture
Explore how enlightened companies champion customer service, recognizing its pivotal role in business performance. Contrasted with naive counterparts, these progressive organizations prioritize customer-centricity and employee empowerment, fostering a culture of empathy and excellence that sets them apart.
Honoring the Frontline Heroes
Celebrate the unsung heroes of customer service—the frontline employees. Understand why investing in their growth, support, and recognition is non-negotiable for delivering exceptional customer experiences. Their voices matter, and their impact is immeasurable.
In a world where customer service is the cornerstone of success, valuing frontline employees and championing customer-centricity are the keys to unlocking unparalleled growth. Let empathy, empowerment, and excellence guide your journey towards Caffeinated CX.
Full Transcript:
hey welcome back to another episode of caffeinated cx where we talk about cx and stuff all in a hyper caffeinated state happy black friday what a year it's been and this talk will go into a little bit of why istarted doing caffeinated cx and why i've increased my presence on things and everything else so
if you don't know in a couple of weeks i'll be in vegas speaking at customer contact week um and
yeah as many of you know i also have a podcast with the same name as this one um although
there i'm not so careful as to watch my mouth anyway um i started this because i believe in the mission of customer service and i believe in that well i believe that everybody everybody should spend at least a few years doing customer service whether that's in a contact center or retail or anything anything that deals with customers either over the phone or face to face
i think everybody should be required to do that in order to well go on and do anything else and here's why it is a tough job customer service is one of the hardest jobs you can ever do why well watch videos of black friday for your answer with people trampling other people to get a tv and i'm sure things have calmed down in recent years but i still remember the videos of people storming walmarts to get a
$400 tv where if they had gone another day it would have been 50 more but people get hurt the customer service people in the stores get treated like crap and yeah and that being treated like crap
well that's kind of a running theme with customer service if you type in customer service on tick
tock or youtube or anything else it's uh well just uh be careful how you treat customer service reps
because you never know when you're gonna end up on youtube i guess
$400 tv where if they had gone another day it would have been 50 more but people get hurt the customer service people in the stores get treated like crap and yeah and that being treated like crap
well that's kind of a running theme with customer service if you type in customer service on tick
tock or youtube or anything else it's uh well just uh be careful how you treat customer service reps
because you never know when you're gonna end up on youtube i guess
so and sometimes for good reason um in a lot of companies a lot of stores the customer service reps are
well even though they're the face the literal face of the company because they're face to face they're still treated like garbage like complete and utter garbage by customers by their leadership team by anyone they come in contact with even if that's loss prevention anything like that because why why not um
and even the people who work customer service a lot of a lot of this is ingrained in the culture but it's looked down upon even by the people that are doing the job because they're constantly told it's unimportant it's not life or death it's your the root word of service is serve to be like a servant
and people look down on that people who work those jobs look down on that they look down on themselves especially as they get up in age so but the whole purpose of caffeinated cx and before that cx rebellion which is an overarching theme is to change that is to make things better for the people that are running customer service and for the people that lead customer service departments and for companies to have more of a stake in customer centricity and that goes to well this following saying by richard branson "put your customers second" and what that means is if you take care of the people
if you take care of the employees if they know that you care that's going to be translated onto the customers so there's a simple equation that i like to use and it's ex equals cx squared so employee experience equals the customer experience squared so however the employees are treated the customer is going to be treated that way doubly so if the employees are treated very very well right they're appreciated everyone knows their names yada yada yada the customers are going to feel that the customers are going to be well taken care of but on the flip side if your employees are not taken care of if your employees are neglected or ignored or anything the uh customers are going to feel that doubly
so and the customer service people the customer service line uh the frontline employees no matter what they do and where they engage with the customer are the most important assets a company can have and and a lot of companies that i've seen that i've worked in they're often the least paid the least trained and the least respected and i want to change that industry and nationwide so we're at a good place here
we are we are at an excellent place here and the customers can feel that so from the csrs all the way up to the technicians we have a good core customer service thing going on now here's the thing customer service kicks in when customer experience fails so it goes beyond just the front line and this is true at every single company.
well even though they're the face the literal face of the company because they're face to face they're still treated like garbage like complete and utter garbage by customers by their leadership team by anyone they come in contact with even if that's loss prevention anything like that because why why not um
and even the people who work customer service a lot of a lot of this is ingrained in the culture but it's looked down upon even by the people that are doing the job because they're constantly told it's unimportant it's not life or death it's your the root word of service is serve to be like a servant
and people look down on that people who work those jobs look down on that they look down on themselves especially as they get up in age so but the whole purpose of caffeinated cx and before that cx rebellion which is an overarching theme is to change that is to make things better for the people that are running customer service and for the people that lead customer service departments and for companies to have more of a stake in customer centricity and that goes to well this following saying by richard branson "put your customers second" and what that means is if you take care of the people
if you take care of the employees if they know that you care that's going to be translated onto the customers so there's a simple equation that i like to use and it's ex equals cx squared so employee experience equals the customer experience squared so however the employees are treated the customer is going to be treated that way doubly so if the employees are treated very very well right they're appreciated everyone knows their names yada yada yada the customers are going to feel that the customers are going to be well taken care of but on the flip side if your employees are not taken care of if your employees are neglected or ignored or anything the uh customers are going to feel that doubly
so and the customer service people the customer service line uh the frontline employees no matter what they do and where they engage with the customer are the most important assets a company can have and and a lot of companies that i've seen that i've worked in they're often the least paid the least trained and the least respected and i want to change that industry and nationwide so we're at a good place here
we are we are at an excellent place here and the customers can feel that so from the csrs all the way up to the technicians we have a good core customer service thing going on now here's the thing customer service kicks in when customer experience fails so it goes beyond just the front line and this is true at every single company.
now there's four kinds of companies there's naive companies there's transactional companies there are enlightened companies and there are natural companies this comes from colin shaw who is a cx expert
which that exists that exists so cool cool um i am a cx enthusiast and i actually do have my cx acxp
so i guess i kind of am a customer experience professional on paper but anyway um so and the more you get towards that natural state the better off your company will run the bottom line will be better naive companies don't care or don't know how to execute on customer service mostly it's a don't care think think of a used car dealership where you buy a car you drive off the lot engine falls out a mile away try to take it back they're like oh you bought it as is what do you want yeah we have another one here for sale it's also as is transactional is just that it customers are a paycheck period they do have a little bit of uh customer service training but that's like at the end of systems and everything else
um enlightened companies they know the importance of customer service they know the importance of
treating their employees well they just don't really know how to get there and then there's the natural companies who the customer is the core of the business they are incredibly customer-centric in
everything they do even their meetings have a chair reserved for the customer and the more enlightened or the more natural they are they're also going to have a chair for the frontline employee just reserved
right so that in essence the customer or the front-line employee get to hear everything the leadership is saying so and that's the cool thing about where we work is we're getting to that natural point right right now we're in the enlightened stage if i may be so bold so we need to fundamentally shift the culture
and i'm not talking company culture here i'm talking culture to respect customer service and frontline employees and once we do that once the nation once the country does that things are going to drastically improve there's nothing wrong with being a customer service person at all there's nothing wrong with serving your fellow human beings there's nothing wrong with being that servant at all
and to think otherwise is just ingrained ego so what do you have to do you have to let go the ego you have to subordinate the ego it can't control you and just because you're working customer service
doesn't mean that you're not important because you are you are the face you are the voice of the company you bring in and you keep and you retain the company's most vital aspect and that's it this is my longest caffeinated cx ever but it's important i want to be saying this if it wasn't true the customer service the front line and at a plumbing company that goes all the way from csr all the way to technician you're the most vital resource the company has and it's time to start acting that way
well this has been caffeinated cx and i'll see you next time drink coffee talk cx bye
which that exists that exists so cool cool um i am a cx enthusiast and i actually do have my cx acxp
so i guess i kind of am a customer experience professional on paper but anyway um so and the more you get towards that natural state the better off your company will run the bottom line will be better naive companies don't care or don't know how to execute on customer service mostly it's a don't care think think of a used car dealership where you buy a car you drive off the lot engine falls out a mile away try to take it back they're like oh you bought it as is what do you want yeah we have another one here for sale it's also as is transactional is just that it customers are a paycheck period they do have a little bit of uh customer service training but that's like at the end of systems and everything else
um enlightened companies they know the importance of customer service they know the importance of
treating their employees well they just don't really know how to get there and then there's the natural companies who the customer is the core of the business they are incredibly customer-centric in
everything they do even their meetings have a chair reserved for the customer and the more enlightened or the more natural they are they're also going to have a chair for the frontline employee just reserved
right so that in essence the customer or the front-line employee get to hear everything the leadership is saying so and that's the cool thing about where we work is we're getting to that natural point right right now we're in the enlightened stage if i may be so bold so we need to fundamentally shift the culture
and i'm not talking company culture here i'm talking culture to respect customer service and frontline employees and once we do that once the nation once the country does that things are going to drastically improve there's nothing wrong with being a customer service person at all there's nothing wrong with serving your fellow human beings there's nothing wrong with being that servant at all
and to think otherwise is just ingrained ego so what do you have to do you have to let go the ego you have to subordinate the ego it can't control you and just because you're working customer service
doesn't mean that you're not important because you are you are the face you are the voice of the company you bring in and you keep and you retain the company's most vital aspect and that's it this is my longest caffeinated cx ever but it's important i want to be saying this if it wasn't true the customer service the front line and at a plumbing company that goes all the way from csr all the way to technician you're the most vital resource the company has and it's time to start acting that way
well this has been caffeinated cx and i'll see you next time drink coffee talk cx bye
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