The Dark Side of Customer Service: When the Customer Is "Right" but Insane
Horrible customer service stories highlight the need for some caveats to rules like "the customer is always right" -- because they can't always be right. Businesses need to create a culture that both solves for the customer and empowers customer service employees to know when and how to draw a line if necessary.
Forrester Data Shows an Explosion of Channels for Customer Service with Inconsistent Satisfaction Ratings
We know that consumer preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers -- there’s disruption and change across all ages and demographics. However, the satisfaction of customers with interactions on these channels often miss the mark.
No matter what business you’re in, customers today demand immediate solutions in real time. What they need, when they need it, and how they want to receive your product or service are important factors that drive consumer buying decisions. High demand for speed and accountability require businesses to ramp up both technology innovations and customer service capabilities to be the first, the fastest and most reliable. Most companies and business leaders understand this, but more should put into action the basic rules outlined in this article to maintain a competitive edge in the battle against the clock and themselves.
It’s easy to see that leadership and management aren’t the same thing, but a manager who lacks effective leadership traits will drive a business into the ground faster than you can count to 10. Change doesn’t happen overnight when it comes to transforming managers into leaders. It takes time and energy to improve the way you manage and utilize more leadership characteristics on a daily basis. This article presents some tips to help you make the necessary improvements.
In a recent book entitled “Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees” (McGraw-Hill), author Doug Lipp takes a deep dive into Disney’s workplace culture. A global training enterprise that began in 1955, Disney U is the place where the company’s leaders have defined and instilled a workplace culture that incorporates attention to detail and company values along with a healthy dose of fun. This article presents a dozen management tips and best practices taught at Disney U.