customer satisfaction – 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 […]

Quotas Never Work – Intention Does

Training in Contact Centers is all devoted to RESULTS based on Goals! HA! That’s funny…

To learn that words don’t teach is the hardest lesson that I know. The world’s management seems to think that the numbers they generate, and the words they use to express those numbers, work. Well, here is the bad news for them, but the good news for you. Words DO NOT TEACH…Only Experience, and Emotional Experience at that actually teaches.

Now, you understood that. So, how would the training department, the marketing department, the Supervisors, the Managers, the Coaches, and the Agents relate to that? I spent my life teaching agents to come from their experience and intention. It never fails to be successful because these words never rely on the STATS. I never have the Agents Set Goals. “First Intention Then Enlightenment.” I teach through experience of personal stories, relationships, and train the Agents to find the emotional need of the customer, the buyer, and even their own. This works because it’s the experience that teaches. When the Agent relates, they own it…they own it because it is theirs.

There is no substitute for Aliveness or the Experience of Agent Satisfaction. There is no substitute for Intention. What you call goals isn’t it! There is no substitute for The Experience of the Customer.

The Customer Experience is so big in all discussions today yet it appears that all the work is being done on the level of technology and not on the level of the HUMAN BEING EXPERIENCE. Doesn’t that […]