How often do you meet your colleagues in person: once, twice a week or more rarely? If you manage a remote support team, especially a customer service one, you need time to have valuable conversations with them to maintain your finger on the pulse. As I know many managers complaining about not having enough time, [...]
‘Well, it is pretty expensive but its value is beyond dispute.’ I’m sure that you’ve pronounced o heard this statement after a purchase. We say it whenever we buy something that we’ve already fallen in love with. Because prior to that moment we’d had the chance to get information and emotional inputs. Such a magic [...]
Some say they are focussing on strategical, others instead on operational ones. The fact is that many Digital Customer Service managers I have conversations with are facing a demanding goal which is crucial to consolidate all achieved results. Before I deep dive into it, let me ask you in advance your feedback at the end [...]
December 1, 1995 was my first day as customer service employee of a new insurance start-up to be launched few weeks later. The whole staff was made of 30 people: we were all young, excited and a bit anxious to have our first interactions with customers. During a coffee break the general manager listened to [...]
If you are a manager in the customer support / experience arena, you have my sympathy. Because I’m aware that successfully covering your role has become way harder in the last couple of years: unstable and ever changing social-economic scenarios are affecting c-level strategic decisions. As a result, you are facing a new customer service challenge, [...]
