CX RIOT RADIO

 Customer Service Week is technically over, but why? Here's a copy and paste of what I wrote on LinkedIn: Customer Service Week is awesome, and a celebration for your customer service departments is definitely in order. A whole five days to build up and praise your frontline employees! Decorations, treats, lunches, prizes, whatever. But what happens the week after? Or the week after that? Are they put back on the backburner? Do you go back to blaming them when the tiniest thing goes wrong? Do you go back to forgetting their names? How about this? How about instead of celebrating Customer Service Week once a year, and then forgetting about the customer service department, how about we place them where they deserve to be? At the forefront of the organization. These people are the faces and voices of the company. They are not robots. They are not mere numbers on a spreadsheet. Do not think of them as such. Appreciate your customer service professionals. Whether they be on the phone, g...

 Sorry this hasn't been updated consistently. There's no excuse, and I beg for your forgiveness. 

  https://www.youtube.com/watch?v=AoTjpn_-oHA&t=58s Please please please please please please for the love of God, don't let your agents become Chatbots. Ever. Using templates, copy-paste responses, whatever is wasting time. If you want a chatbot, get a fucking chatbot. If you want to use real customer service over chat, have real customer service over chat. It's one or the other. Your people are not Cylons. Your people are not robots. Your customers unless they're weird, don't like robots.  Look, I get it. Automation is cool. It's hip. It's sexy. It's... whatever. But if you have LIVE humans answering chats... don't turn them into robots. Automation is NOT for human beings. \ If a customer has to ask if they are talking to a real person (either on chat or phone)... there's two possibilities: The chat or phone experience is really fucking bad. The chat experience was leaps and bounds better than any chat they've experienced, including those w...

  https://youtu.be/8x_YAQbau7Q

  https://youtu.be/JkZqLTurKv8 Here's a reminder: Keep CX Simple. There's no reason to complicate it. To needlessly complicate the customer experience, customer service, or customer journey... is being dumb. Use Occam's Razor to simplify the workflow. Here's a hint: it's all in who you hire and how you train your customer service agents. Period.

  https://www.youtube.com/watch?v=lQ3oOMfizEk Hey there! How ya doin today? In this short video we cover the three questions I ask every brand new Contact Center Agent on their first day of training. On the surface they seem silly, superficial maybe. But trust me, they are not. There's a reason these questions are asked. The Questions Who is Your Favorite TV or Movie Villain? What is the One Book You Would Recommend to Someone Who is Unmotivated or Undisciplined? What is the Nerdiest Thing About You? So why these questions? The first question measures listening comprehension. I still remember the one time I asked this and the response I got from the new hire was "The Lion King." WHAT?  The second question measures two things, if the new hire is into personal development AND helping people. Helping people is what they were hired for. Worst case scenario is you get a blank stare or something they read in high school. The third question measures vulnerability. Or at the very...

  https://www.youtube.com/watch?v=hUPj_P5UTmY Just a "quick" introduction to the new Caffeinated CX YouTube Channel. Enjoy and stuff.