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IQPC's Call Center Week
I'm guilty, I suggested Martha read Raving Fans by Ken Blanchard. it's really a great book! Like the book, most of what I learned at IQPC's Call Center Week in Las Vegas was really very simple, but oh so powerful! Three points seemed to drive the entire conference. They came up everywhere in one way or another.
- Great Customer Service comes from Great Culture - Your Agents must be Raving Fans!
- Be Consistent - Providing great service 80% of the time, is not great service.
- Social Media is here - The ants have Mega Phones!
The biggest of the three is Great Culture This seems so obvious: How can you expect your customer service reps to make Raving Fans of your customers if your reps aren't Raving Fans themselves? I listened to a key note given by Brian Mullaney, senior vice president of The SCOOTER Store. He talked about how a company's culture can help make employees Raving Fans and how the culture shines through to the customer. Brian had us throwing confetti everywhere. it was fantastic, but there was also a point to it all. Creating the right culture is simple.
- Communicate your expectations.
- Celebrate the successes.
- Coach the opportunities.
- Celebrate often.
A note saying "great job" or a public pat on the back can have a huge effect on morale, cost nothing, and have huge potential ROI! You don't have to be the second largest consumer of confetti to have great culture. I don't think these ideals are new. I've unknowingly used them in the past celebrating with my team when they reach a goal or have an exceptionally good week or month. I have been inspired to celebrate even the smallest of successes. I catch a rep providing world class customer service, and you can bet they will be recognized for it!
What will you celebrate today?
