CX in an Industry With a Bad Rep with Daniel Mattar

-

 


Summary


Improving CX in industries with bad reputations is crucial.
  • - Industries like trades, airlines, and used car dealerships often have negative reputations that affect overall customer perceptions.
  • - To surpass customer expectations, companies must prioritize customer service and experience consistently across all interactions.
Automation enhances convenience but emphasizes customer experience in home services.
  • - Automation allows users to easily book services online, creating an abundance of choices.
  • - In competitive home service markets, initial customer interactions, particularly phone calls, are crucial for establishing trust.
Customer experience hinges on smooth interactions and professional appearances.
  • - A smooth booking process is essential for customer satisfaction, avoiding technical issues that disrupt convenience.
  • - The demeanor of customer service representatives and technicians significantly impacts customer perceptions, requiring empathy and professionalism.
Importance of punctuality and communication in customer service.
  • - Technicians must reset their mindset after each call to maintain a fresh approach for every customer interaction.
  • - Punctuality is crucial; arriving within the designated time frame helps combat negative stereotypes often associated with service industries.
Managing customer expectations is critical in complex dispatch situations.
  • - Dispatchers must navigate unexpected technician changes without impacting customer communication.
  • - Transparency with customers about service challenges can damage the company's reputation.
Maintaining professionalism and trustworthiness in customer interactions is vital.
  • - Always act as if you're on stage; customer perception is influenced by every interaction.
  • - Be mindful of communication in customers' homes, as technology can capture behavior and words.
Empathy is crucial in plumbing customer service interactions.
  • - Customers typically reach out in emotional distress due to unexpected plumbing issues, necessitating genuine empathy from service representatives.
  • - Empathy must extend beyond call center agents to include dispatchers and technicians, ensuring a consistent compassionate experience.
Enhancing customer experience in utility services is crucial due to its necessity.
  • - Customers perceive utility services as a need, making excellent service essential to justify their investment.
  • - Implementing practices like thank-you notes can positively impact how customers remember their service experience.
Service quality inconsistencies harm customer experience despite initial positive interactions.
  • - Technician performance is strong, but install crew issues lead to customer dissatisfaction.
  • - Customer feedback is crucial for improvement, as some may not report their negative experiences.
Building trust through empathy is key in customer service challenges.
  • - Addressing customer complaints requires over-the-top empathy, especially in emotionally charged situations.
  • - Resetting your mindset is crucial to providing consistent, high-quality service despite previous encounters.
Focus on the individual customer during calls for effective service.
  • - Taking one call at a time reduces overwhelming feelings from a high volume of incoming calls.
  • - The call center industry still struggles with outdated practices and scripts, affecting service quality.

Comments

Post a Comment

Popular posts from this blog

Welcome to the Sprawl

-
Image
William Gibson’s Sprawl Trilogy,  Neuromancer, Count Zero, and Mona Lisa Overdrive,  came out in the ‘80s.  Back when the Internet barely existed, AI was science fiction, and cell phones were the size of bricks.  And yet, somehow, Gibson nailed it.  Not just the tech, but the feel of our future.  The cold, lonely hum of a digitized world.  The way power clumps at the top, and everyone else claws at scraps below. If you’ve ever felt like you’re drowning in tech but starving for meaning, Welcome to the Sprawl. The Rich Are Gods. The Poor Are Ghosts. In Gibson’s world, megacorporations run everything.  Governments are just window dressing.  The rich live in space.  The poor hustle in decaying cities, surrounded by neon, noise, and neglect. Sound familiar? In 2025, the wealth gap isn’t just wide, it’s a canyon.  Tech billionaires build rockets and AI empires while the average person juggles three side hustles and still can’t afford rent...
Read more

AI as a Co-Pilot NOT an Autopilot

-
Image
Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
Read more

AHT and CSAT

-
Image
  First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...
Read more