Set up your digital customer service priorities now

In the 70’s Bruce Springsteen used to sing ‘it’s hard to be a saint in the city‘. Today some managers struggle to maintain focus and clarity, due too a plethora of goals and projects. Which sometimes are apparently not linked one another, nor 100% coherent. That’s why even seasoned customer service managers put more effort in order to choose their digital customer service priorities. Which is a critical skill to get trained – today more than ever.

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Highlights

00:47 Intro episode #50 🍾
01:11 Why having a clear view of the route is harder and harder
02:21 The crucial moment for a customer service manager like you
03:33 “It’s a mess! I just can’t cope with all of these projects…”
04:21 This time you can’t blame AI
06:07 Set up your digital customer service priorities now
10:09 Two (late) key decisions for an eye-opening case
11:59 The harsh consequences you want to prevent
13:29 What you bring home from this case example
14:15 Drop your question here: paolo@customerserviceculture.com
15:01 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
16:01 Check out all services on CustomerServiceCulture.com
16:31 💡 Check out the Customer Culture Academy (link below)
16:49 Closing remarks – have great conversations!

Over to you

Like it or not, as a manager you’ll have to make more and frequent decisions. Some are strategic, other operational – yet all of them concur to the success or failure of your department. On top of that, the usual suspect (genAI) is speeding up changes and disrupting most organizations habits. Therefore in this very moment no one – including seasoned managers – is 100% ready for that.