No, this is not a Carl’s Jr. veggie burger. Not even close. This is what a Veggie Burger Should Look Like. My family decided on Carl’s Jr. for lunch. Fast food was the last […]
Customized Engaging Online Customer Service Training
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How to Solve the Biggest Problems with Coaching Employees
I’m sitting in my office sipping bold Ethiopian espresso, my favorite, and doing a run-through for this week’s big training event. The big event? We’re calling it: “How to Solve the Biggest Problems with […]
Keeping the Customer Experience Fresh Through Responsiveness (How Hello Fresh delighted me by keeping me apprised)
On Sunday I had to reach out to my grocery delivery service for help. I sent an email and almost immediately I received an automatic reply. The reply was simple, just letting me know […]
4 Pain Points of Coaching Employees and How to Handle Them
We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change.
The Four Things Coaching Must Be
Immediate – You can’t put off coaching discussions.
Foreseeable – Your expectations must be clear, so no one is surprised. Ever.
Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye.
Impersonal – You can’t talk to some employees about poor performance, but sit back and let some employees make the same mistakes. Doing this makes you seem unfair, and this spells big problems.
What Gets Measured Gets Improved (Contact Center Monitoring + Includes Sneak Peak at Zappos Monitoring Form)
What Gets Measured Gets Improved In 2015 I lost 22 pounds. While working on getting my weight down I hopped on the scale every morning. Many would say that weighing daily can discourage you […]
2 Reasons Your Employees Are Failing at the Customer Experience
You know your customer service is not where it needs to be. You know your employees aren’t delivering the level of service your customers expect and deserve. And this is keeping you up at night.
There are 2 reasons why your people are failing at the customer experience.
They aren’t establishing rapport with customers. And this is a big one. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience and explore what you can do about it.
- They aren’t establishing rapport with customers
This morning I was monitoring calls for a contact center client; something I often do. Here’s how the Agent opened the call.
Playing Hooky (The case for a mental health day)
I played hooky today. I’m not sick. My kids are fine. I had no doctor’s appointment. I didn’t have to go to the dentist. I didn’t even have a school event or PTA board meeting […]
What I Learned From the Zappos Contact Center
You may already know that I love to benchmark best in class companies and then share ideas with my clients. You may also know that one of my favorite companies to study (and shop) is […]
The suit does not make the woman
I had a Mastermind meeting with a very successful entrepreneur who also has a growing professional speaking business. We met to trade ideas with the goal of making each other more successful. One of the […]
How to Improve the Student Experience by Flipping Your Classroom
Paying attention to the student experience and constantly improving on it is just as important to teachers as the customer experience is to corporations. We must learn to engage students and teach them the way […]