The Art of Simplicity
Simplicity. Oh how nice it can be when something is simple. Too many things in our lives are complicated, and that often includes our experiences as consumers. Many companies don't focus enough on how to simplify their customer experiences. This is no easy task to be sure, but one that too many organizations really need to improve. So, what makes our experiences so complicated? Often, the employees we interact with are either not fully prepared to serve us (through effective training and coaching), and/or they are equipped with processes and technologies that make handling our inquires unnecessarily difficult.
Through my everyday routines, and especially when I travel, I am in contact with organizations of every kind. Whether it's simply grabbing a cup of coffee, picking up some household essentials, or following up on one of my many bills (any chance I can ignore these?! Lol) I have multiple touch points with companies every day. I am either on somebody's web site, on the phone, engaging in an e-mail or live chat, or talking to someone in person. It is a continuous circle of daily interaction. And recently there have been a few experiences that defined the art of simplicity - moreover, on almost every occasion there was a high degree of care to right a wrong.
Here they are!
There should be no reason why ALL companies can't deliver the kind of experiences I describe above. It shouldn't matter how big your customer service channel is either. Each of these companies are large sized Canadian and U.S. based organizations and they got it RIGHT. Now maybe I got lucky - I might have just spoken with the right employees - or perhaps my loyalty with said companies was taken into account? Maybe it was my approach? Whatever the case, the experiences should stand on their own, and serve as great lessons for how simplicity can make a big difference in delivering a great customer experience.
For customer service/experience leaders out there, please keep in mind the following:
These are just five ways to make resolving customer issues simpler and more effective. There are others but starting here will go a long way towards distinguishing your customer experience. None of this work is easy and what I talk about above is only a summary of what's needed to be successful. Although sometimes knowing where to start is half the battle; from there, you may find it's just a bit easier to figure things out.
We are Customer Service Simplified. Come visit us at www.simplifyingservice.com to learn more about how we help organizations simplify and distinguish their customer experience. Click here to contact us. And don't forget to like us on Facebook and follow us on twitter.
11/27/2014 03:11:32 am
Well said, Eli! Empowerment is key--role playing and great quality assurance makes it real!
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