Autore: Gian Carlo Mocci

5 lezioni di CX da un tassista

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

TAXI

NOTA AICEX: Se lo volete abbiamo trovato anche le 5 lezioni CX dalla Signora delle pulizie. Giuro ! E vi assicuro che non sono affatto banali.

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something you could extract more pleasure from watching the video at the end.
This experience teaches us some fundamental lessons that we all could learn from.

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5 ragioni per cui i clienti ridono dei vostri script di Customer Service

su da Gian Carlo Mocciin CRM, Customer Service1 commento

NOTA AICEX: nella maggior parte dei casi gli script del Customer Service rendono i clienti furiosi. Perché? Nella maggior parte dei casi sembrano rendere ogni operatore un robot che si limita ad eseguire senza partecipare emozionalmente alla conversazione.

Scripted customer service isn’t customer’s best friend. In the best case scenario people will laugh at your scripts, but most of the time it actually makes them furious. People don’t hate scripts, they just hate how your business uses them. They hate talking to a robotic customer service rep that can’t seem to think for himself.The truth is people just hate being deceived.

What happens is you make your customers think that they can call you anytime and talk to one of your employees to have their problems resolved. That’s basically what putting a phone number or live chat window on your website means.

Let’s say a customer calls with a problem. Chances are he’s already quite angry with your brand for causing yet another problem in his life. Your only goal from there should be to make sure this customer hangs up with his problem solved and a happy memory of how helpful your staff was. Isn’t that customer service’s ultimate goal?

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5 modi per fornire un’esperienza di Client Service memorabile

su da Gian Carlo Mocciin CRM, Customer ServiceLascia un commento

Nota Aicex: tutte le aziende ritengono di fornire servizi di qualità. Come facciamo a dimostrarlo? Come possiamo sapere se la qualità fornita è migliore o peggiore rispetto al passato? Ken Grady ci insegna 5 modi per garantire un’esperienza memorabile.

“When Americans say it was great, I know it was good. When they say it was good, I know it was okay. When they say it was okay, I know it was bad.” Laura Klos Sokol

 

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We all provide quality services. We know that, because we tell everyone we provide quality services. No one has shown us a convincing argument to the contrary, so we must be right. But how do we demonstrate that we really provide quality services? How do we know our quality is improving or, shudder, declining? We always want to find ways to demonstrate the value of what we do, but demonstrating quality service is a tough one.

When I moved from being a service provider to companies to being a service provider inside a company, my boss gave me his view on how our business clients evaluated the quality of our services. I have tested his theory over the years, and realized he was on to something.

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Mantenere una promessa vale ben di più che eccedere le aspettative

su da Gian Carlo Mocciin Customer Experience, Customer NeuroscienceLascia un commento

NOTA AICEX: secondo recenti studi, eccedere nel mantenere una promessa non ha un valore superiore per il cliente. Mantenerla è già sufficiente per ottenere la sua fedeltà.

Promise

You better think twice before breaking that promise — or exceeding it.

New research from the University of Chicago Booth School of Business finds that exceeding a promise isn’t viewed any more highly than keeping a promise.

“I think there are two implications to keep in mind, both in our professional and personal lives. First, maintaining good relations with other people does not require a superhuman effort. Do what you promise you’ll do, and people are grateful,” says Nicholas Epley, John Templeton Keller Professor of Behavioral Science at Chicago Booth. “You don’t need to be Superman and go above and beyond your promises in order to be appreciated by other people.

“Second, if you do put in the superhuman effort to do more than you promised, don’t get angry when other people don’t seem to appreciate the extra work you put in. They’re not inherently ungrateful or unappreciative — they’re only human.”

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