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PORTER: Review weekly calls to constantly improve on your customer experience

Getting things worked out with a customer. A customer being nice on the phone when they could have been upset. Great outcomes when we take ownership of a customer call.

All the above comments from customer service reps sitting around a table on Monday morning. Everyone sharing stories — successes and not so successful — about their interactions with customers over the previous week. Everybody trying to find the secret sauce to produce a better customer experience for the week to come.

Although I do not know your organization, I do know that world class customer service businesses fold weekly customer activity reviews into their business model. I urge you to do the same!

Tip 1: Review top weekly success stories.

A problem solved. Successfully directing a customer to a resource that will help them. Talking a customer through a problem where they feel they get a win in the end.

In any business there are many small wins — and big wins — which happen with customers every day. And every week.

It is critical for companies to capture those success stories and communicate them to employees. After all, it is a part of constantly building your brand in the marketplace!

Tip 2: Identify stories about customers being especially nice.

Over the years I have found that stories of customers being really nice in the face of problems or complaints occur more often than we might think. When a customer had a right to be upset, they were understanding or maybe laughed things off.

We can learn a lot from these nice customer stories and produce a better experience for customers the next time we encounter a similar problem. What do you think?

Tip 3: Find where you take ownership of calls with a positive attitude.

A third step you need to take here is highlighting your customer interactions the previous week where you took ownership of a call with a particularly positive attitude. These are great teachable moments to be shared with others in the company.

Specifically, I am speaking here about how we all get into character for the weekday often calling on people we know who project a positive personality. Well known folks like Will Smith, Jimmy Fallon or Tim Green are always on the list of personalities employees tell me about when we have this talk.

And I am convinced that we can mine our customer encounters to get a lot of helpful hints as we go forward.

As you review your notes from the week just past, try looking specifically for the following important things to carry forward:

First, find top customer success stories. Instances where there was a big win for the customer.

Next, identify a few top stories where the customer was exceptionally nice where they could just as easily have been upset.

Third, look for several encounters where a particularly positive attitude helped you take ownership of a customer call (and how you got into character that day).

Remember to always learn from your past week of successfully dealing with customers. And I am convinced that you will find great stories to help you constantly improve the experience you offer customers and ultimately the financial results for your company!

 

William Porter has published books on customer experience and employee engagement and speaks regularly at business schools. Contact him at bpwilliamaporter@gmail.com.

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