customer care – McKee Consulting

Customer Experience is Not just a department, but a Philosophy!

My thoughts today: Customer Experience, Customer Care, and Customer Service is NOT just a department, but a PHILOSOPHY!

“It is a STAND YOU TAKE and you Take a STAND about the Stand you Take. YOU believe in the STAND You TAKE!” Werner Erhard said that in 1982. I still operate from this thought system. Taking a stand for the Stand You Take is so important. My stand is this: The Customers must never be made to feel wrong or stupid even if they are wrong and stupid. We do not get to make the judgement call. My STAND is THIS: We must use feelings, and no computer can do that yet. I hope they never will.

The Philosophy needs to lead the technology…not the other way around

How can we make it EASIER on the CUSTOMER to SAY YES without coercion or manipulation, but use Education and Good Offers?
What can we do to make the Customer Experience friendlier and kind and use our Technology to help?
What do the Customers WANT?
- They want to find answers themselves, even before they call the company (FORBES said this)
- If the company doesn’t respond personally and fast…
- They GOOGLE the information

So, Ask yourself these questions:

What am I NOT seeing about my customer that would make us more profitable and the customer happier with us?
What is ALSO true about our relationship with the customer that I have NOT thought of?
What does the customer want from […]

Customer Experience is Not just a department, but a Philosophy!webmaster2021-03-11T22:17:08+00:00

ASK Maureen – Coaches Corner – Fix Push Back

Coaches Corner – Maureen Tzouris PCA Coach Speaks Volumes

Branding Issues and offer-3 Agents Push Back!

Dear Maureen, Our company recently went through a corporate restructuring and have installed new compliance requirements. We are now requiring all the agents to brand the company at the end of their calls and this is receiving some push back from the agents. Do you have any suggestions? ~We-love-our-brand

Thank you so much for your question! This scenario is actually quite common and is experienced by many managers and coaches. First, I would suggest setting some clear expectations so that all agents understand what is being asked of them. Secondly, I would suggest holding small breakout training sessions to include some suggestions on what and how exactly the agent can say to close every call with the branding, perhaps to include role playing. And, lastly– I would recommend sharing this information from the ‘three party promise’ perspective–this is where the company, the customer, and the agent all WIN!

I would explain that:

1) the company would like to brand the close because they are confident that their customers have all been completely satisfied during the call and want to extend and build upon the good faith practices.

2) The customer or member will feel confident that the agent cares about all of their concerns and questions and was handled professionally! (We’re in this together!)

3). The agent can take pride in themselves because they will sound much more professional, well […]

ASK Maureen – Coaches Corner – Fix Push Backwebmaster2021-03-11T22:17:08+00:00

Would you rather read a romance novel or make love?

Do you not separate the menu from the meal? Do you know the difference between: What is right? and What Works? Understanding the difference between a gain and a loss can be vital to your training program.

Would you rather read a romance novel or make love?judy2021-03-11T22:17:08+00:00