Crack the Customer Code
About This Show
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays.
Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
Most Recent Episode
153: Training for New Customer Service Technology
3 days ago
Some of the ways we approach great new customer service technology often create unnecessary rifts in the customer experience. What should you know before you upgrade? New customer service technology wins and fails What happens when we adopt great new customer service technology, but the front-line staff isn’t trained for it? We’ve all been in that situation where a customer service rep has to tell us, “Uh, this is new. Gimme a minute.” Before you blame the employee, there are several reasons this can happen. Among them, these are the most prevalent: The staff is resistant to change. The staff did not receive adequate training or instructions. The new technology isn’t set up properly. Whatever the reason, unnecessary frustration and wasted time for customers is the real problem. How do the best companies get ahead of this? If you’re rolling out new customer service technology for your organization, your next step can be critical to your customer experience. Listen in and learn from some of our best and worst examples. Related Content Customers That Stick® post, 6 Steps for Rolling Out New Technology to Frontline Staff 360Connext® post, 3 Ways to Add Magic to your Customer Service Training Episode 091: How to Find Time for Training Episode 149: Customer Service and Technology Investment Sponsor message: EXCELLERATE SERVICE 2016 promises to be an inspiring, engaging, & educational 2-Day conference focused on & dedicated to 5-Star Customer Service! In addition to the amazing content you will receive over the 2-day event, you will also be contributing to our larger vision of raising funds for Three Square Foodbank, a subsid