In customer service it’s normal getting some complaints. That’s why most companies have procedures to manage them – in some cases with a specific area in charge for that (‘complaints department’). What happens instead if the customer vents his frustration towards your top management? Well, whenever the customer reaches the CEO, you can forget about [...]
Some companies respond to customers over digital channels, others instead invest in tools and skills with a strategic goal: enhancing every conversation to consolidate customer’s trust. And the latter get their Digital Customer Service optimized also because they set up a clear road map! Having helped some of these organizations over the years, learn about [...]
“Do you mind if we record this video meeting? AI helps us extract highlights and key topics from it…”. I’ve been asked such a question pretty often in these last months since gen AI is spreading across organizations’ workflows. Especially in customer service operations, I’m observing some organizations changing their approach after experiencing a rollercoaster [...]
Some things may be predictable, others definitely not. However, in both scenarios you’ve got to be ready to take action timely and effectively because today every company is publicly exposed. Therefore any organization may be under customers’ attack in case of a massive disruption affecting a large number of people – at the same time. [...]
‘Do they really work in the same office/company?’ That’s what I asked myself last week after having a disappointing customer experience. Actually it had started well, but then the situation went off rail when a second person of the same company joined the conversation. As this is an eye-opening case of how internal communication issues [...]
