Are You Serious About Customer Service?

My medical care is excellent but the customer service stinks

John Stossel wrote his most recent blog from New York-Presbyterian Hospital where he is being treated for lung cancer.  Stossel is the host of “Stossel” (Fridays at 9 PM/ET), a weekly program highlighting current consumer issues and appears regularly on the Fox News Channel. Here are some excerpts of his hospital experience:

“My doctors tell me my growth was caught early and I’ll be fine. But as a consumer reporter, I have to say, the hospital’s customer service stinks. Doctors keep me waiting for hours, and no one bothers to call or email to say, ‘I’m running late.’ Few doctors give out their email address. Patients can’t communicate using modern technology…I fill out long medical history forms by hand and, in the next office, do it again. Same wording: name, address, insurance, etc.”

Check Stossel’s post: My medical care is excellent but the customer service stinks.

Do you have a CX War Room?

If your company is serious about joining The Customer Service Revolution, then you need to have real estate at your corporate offices dedicated to your company’s Customer Experience. Your CX War room should display your Customer Service Vision, pillars, Never & Always, status of current projects, key performance indicators that correlate with good and bad customer service being delivered. Customer reviews and satisfaction scores should also be included. All this information needs to be constantly updated and reviewed monthly.

Zuckerberg unveils Facebook’s grand 10-year plan

Mark Zuckerberg, CEO of Facebook, shared his 10-year vision at Facebook’s F8 Conference. It was a classic example of a revolutionary sharing his vision of how his product can make the world a better place. “We’ve gone from a world of isolated communities to one global community, and we are all better off for it,” Zuckerburg says as he hammers home his “mission” to connect the world. His message mostly focused on a message of bringing the planet together and connecting all the people in it, one at a time. “Give everyone the power to share anything with anyone. We stand for connecting every person…for a global community. It takes courage to choose hope over fear.”

**Our latest webinar: Improving Your Contact Center Experience

The scale of Facebook’s audience is unprecedented. More than 1.6 billion people use Facebook. Facebook made $5.8 billion of revenue just in the last three months of 2015, is able to make money from its users not just because of that unprecedented audience, but the amount of time they spend on the service. In the US the average 18 to 34-year-old spends 30 hours per month on social networking services, and 26 of those are on Facebook, according to analysts at ComScore.  Watch video.

Just 3 seats left at our next Certification Class May 12 – 13.
Reserve yours now!

This 2 day certification is guaranteed to help you transform your contact center into a Relationship Center by focusing on opportunities to take every day run-of-the-mill calls, and turn them into effective, memorable, touch points. Just 3 seats left at our next class this May 12 & 13.  Reserve yours here today!

Takeaways:

  • Re-energize yourself and your team by motivating them to own it!
  • Learn “ready to implement” ideas that allow you to improve your service quality almost immediately.
  • Improve the culture of your department.

Topics Covered:

  1.  Hiring for Service Aptitude
  2.  Scripting vs. non-scripting
  3.  Staffing levels
  4.  Metrics and reporting
  5.  Maintaining momentum and positive reinforcement
  6.  Communication touch-points: phone calls, e-mail responses, and live chat
  7.  Building and maintaining customer empathy
  8.  Secret Service Certification
By application only. Just 3 seats left. Reserve yours here today!
About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

Leave a Reply