Last week I held the last session of a 6-month coaching for a customer service manager. As I was driving back home, I thought about the definition coaching – “a form of development in which an experienced person (coach) supports a client in achieving a specific professional goals.” Then I came to the conclusion that [...]
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 [...]
A few weeks ago I’ve laser-focussed on what customer service managers need, to let their team master digital conversations. In fact social media, live chat, video chat and messaging apps are support channels with different engagement rules. Today, I’m closing the loop diving into main skill-gaps affecting digital customer service managers and how to bridge [...]
