The path from happy employees to happy customers

‘People that like to help other people‘. If you are a customer service manager that’s the best environment that you may wish to build. As digital conversations are rapidly growing, when it comes to providing external support you also need to work internally by engaging and motivating your agents. So how can you achieve that? I’ve asked it to Sarah Metcalfe, Head of Customer Service at Sure Petcare, since she knows very well how to build a great place to work: where happy employees make customers happy.

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Highlights

00:03 Welcome to episode n°18
00:51 Getting to know Sarah Metcalfe from her own words
01:21 From a start up to a best in class customer service
02:21 The difference between customer service manager and chief happiness officer
05:21 Customer service is made by [happy] people dealing with other people
08:21 Are you employees willing to / motivated to suggest improvements?
10:35 Digital Customer Service is here to stay: learn about Sarah’s view
16:53 Use technology to get rid of customer’s efforts / little frictions
18:33 A sneak peek of Sarah’s speech at Customer Service & Experience Europe 2020
21:07 Why expertise, empathy and speed are vital [and intertwined]
23:29 How does Sarah feels about delivering online speeches
25:19 How organizations shall focus and improve employees wellbeing
29:01 The remote working scenario for happy customer service employees
33:19 The new digital customer’s post-lockdown behaviors
35:31 Where you can find Sarah online
37:07 Have great conversations on CustomerServiceCulture.com/en

Great customer service is delivered by happy people – Sarah Metcalfe

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Resources

Managers ↔ employees ↔ customers: happiness
Redefining Customer Service for the Future [Boston Consulting Group]
Sarah Metcalfe links: LinkedIn, Happy Coffee Consulting
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More about Digital Customer Service? CustomerServiceCulture.com