Customer Service Training, Tips, Articles & Videos with Myra Golden
Take a Peek Behind the Scenes of PaySimple’s Customer Service Department
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I just love going inside Contact Centers and discovering how great companies manage processes to consistently deliver an outstanding customer experience. My customer service keynote presentations are made up entirely of benchmarks of real companies doing really fantastic things.
Today I want to share with you a look inside PaySimple’s Contact Center. In this short video, you will see how PaySimple ensures their customers have everything they need to succeed. PaySimple focuses on making their customer’s lives easier by delivering immediate and accurate answers. Watch this video and be inspired.
How Getting Out of the Way Might Lead to a Better Corporate Culture (And Better Photos)
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Last Sunday I grabbed my camera and took my son and his friend to the neighborhood lake for a breather from Wii and PlayStation. I let them go barefoot and they ran on at least 100 feet ahead of me. I stayed back to let them do what boys do: explore, play and discover. I watched as they watched the ducks in complete silence and then I smiled when they suddenly got up and began throwing pebbles into the lake, startling the ducks and sending geese inflight. While the boys explored and played, I took shot after shot of them in action. They all but forget I was even there.
Thirty minutes later I was back home looking at some of the most amazing pictures I have ever taken. Here are 3 of my shots from Sunday afternoon.
Exploration
Watching the ducks and geese
Discovery
What made these pictures so amazing to me is that I completely got out of the way and allowed the boys to do what came naturally to them. I didn’t make them stop to smile and pose for shots. I didn’t interrupt their natural curiosity and energy. I simply stayed back with a watchful eye and tried to capture the exuberance of two young boys at play.
Imagine the difference in my shots if I’d made the boys stop and pose and smile. The pictures would have been far less exciting and the boys would not have enjoyed their playtime nearly as much. Now imagine your culture and customer experience if you gave your employees more freedom, fewer rules, and if you stayed back just a little.
Isn’t this what we should be doing with our employees? What if we stayed out of their way, had fewer rules, and gave them freedom do what comes naturally? Is it possible that giving our employees room and freedom just might lead to a better customer experience? What if we were there to give our employees support and guidance, but we granted them freedom to be themselves and have fun with customers? (i.e. I kept the boys from danger by not allowing them to go into the deeper waters to get a soccer ball. That’s guidance. Yet, I still let them have fun.) I think it’s possible that staying out of the way, giving freedom and offering support might just make for a more innovative, fun, and profit-generating culture.
Stand back. Get out of the way. Let your employees explore, play and discover.
Apple Keeps Customers Fiercely Loyal by Constantly Improving Something That Is Already Extraordinary
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I was one of the 4 million customers who bought iPhone 4S over the weekend. My iPhone 3GS is fast, fun and it makes it easy for me to work and communicate untethered. Not only did my current phone keep me productive, but it still looks practically new. Still I, like 4 million others, ran out and bought the new iPhone 4s. Why do people drop a couple hundred dollars or more on a new iPhone if they don’t truly need a new phone?
Taking the already extraordinary and making it even more amazing is what gets Apple customers to come out in the millions to buy yet another expensive phone.
The answer is simple, really. Apple has developed a reputation for taking something that is already extraordinary and improving it. They take the elements that make for an amazing customer experience and they make the customer experience even better. iPhone 4s is twice as fast as its predecessor, boasts an 8 megapixel camera, 1080 HD video and over 200 new features. Taking the already extraordinary and making it even more amazing is what gets Apple customers to come out in the millions to buy yet another expensive phone. It’s the secret to earning rock-solid customer loyalty.
I’m working with a client that has a great customer experience. Mystery shopper reports, customer satisfaction surveys and focus groups all confirm that the company is loved by its customers. My charge for my client is to take the very best components of their customer experience and conceptualize, design and implement a minimum of 14 ways to improve upon the customer experience. We’ve dedicated 24-months to this project and we’re looking at everything from speed of response to surprise and delight.
Next week I am hosting a webinar called the Zappos Customer Experience where I examine how Zappos has mastered the customer experience by making the customer experience the most important thing in the entire company. My attendees will gain tips in this online workshop for constantly improving what’s great about their own customer experience.
Here’s a challenge for you. Identify the best part of your customer experience. That is, what do you do better than your competition? What do your customers love about doing business with you? Take that best thing and find 3 ways to take that to the “amazing” level. When you do, you’ll delight customers, get them coming back and you’ll be on your way to earning rock-solid customer loyalty.
I work with companies that are serious about delighting and keeping customers. My blog includes thoughts, articles, videos, and even rants about customer service. Thanks for stopping by. :)
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