{"id":22699,"date":"2020-07-15T09:10:12","date_gmt":"2020-07-15T07:10:12","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=22699"},"modified":"2021-02-22T09:55:29","modified_gmt":"2021-02-22T08:55:29","slug":"the-path-from-happy-employees-to-happy-customers","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-path-from-happy-employees-to-happy-customers\/","title":{"rendered":"The path from happy employees to happy customers"},"content":{"rendered":"<p>&#8216;<em>People that like to help other people<\/em>&#8216;. If you are a customer service manager that&#8217;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&#8217;ve asked it to <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.linkedin.com\/in\/sarahmetcalfecambs\/\">Sarah Metcalfe<\/a><\/span>, 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.\u00a0\u00a0<!--more--><\/p>\n<h2><strong>Listen to the podcast\u00a0<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=39421253&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"200px\" frameborder=\"0\"><\/iframe>\n<h2><strong>Highlights<\/strong><\/h2>\n<ul>\n<li>00:03 Welcome to episode n\u00b018<\/li>\n<li>00:51 Getting to know Sarah Metcalfe from her own words<\/li>\n<li>01:21 From a start up to a best in class customer service<\/li>\n<li>02:21 The difference between customer service manager and chief happiness officer<\/li>\n<li>05:21 Customer service is made by [happy] people dealing with other people\u00a0<\/li>\n<li>08:21 Are you employees willing to \/ motivated to suggest improvements?<\/li>\n<li>10:35 Digital Customer Service is here to stay: learn about Sarah&#8217;s view<\/li>\n<li>16:53 Use technology to get rid of customer&#8217;s efforts \/ little frictions<\/li>\n<li>18:33 A sneak peek of Sarah&#8217;s speech at Customer Service &amp; Experience Europe 2020<\/li>\n<li>21:07 Why <em>expertise, empathy and speed<\/em> are vital [and intertwined]<\/li>\n<li>23:29 How does Sarah feels about delivering online speeches<\/li>\n<li>25:19 How organizations shall focus and improve employees wellbeing<\/li>\n<li>29:01 The remote working scenario for happy customer service employees<\/li>\n<li>33:19 The new digital customer&#8217;s post-lockdown behaviors<\/li>\n<li>35:31 Where you can find Sarah online<\/li>\n<li>37:07 Have great conversations on CustomerServiceCulture.com\/en<\/li>\n<\/ul>\n<p><div class='tm-tweet-clear'><\/div><div class='tm-click-to-tweet'><div class='tm-ctt-text'><a href='https:\/\/twitter.com\/share?text=Great+customer+service+is+delivered+by+happy+people+-+Sarah+Metcalfe&#038;via=PaoloFabrizio71&#038;related=PaoloFabrizio71&#038;url=https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-path-from-happy-employees-to-happy-customers\/' target='_blank'>Great customer service is delivered by happy people &#8211; Sarah Metcalfe<\/a><\/div><a href='https:\/\/twitter.com\/share?text=Great+customer+service+is+delivered+by+happy+people+-+Sarah+Metcalfe&#038;via=PaoloFabrizio71&#038;related=PaoloFabrizio71&#038;url=https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-path-from-happy-employees-to-happy-customers\/' target='_blank' class='tm-ctt-btn'>Click To Tweet<\/a><div class='tm-ctt-tip'><\/div><\/div><\/p>\n<h2><strong>Resources<\/strong><\/h2>\n<ul>\n<li>Managers\u00a0\u2194 employees \u2194 customers: happiness<\/li>\n<li>Digital Customer Service Personas\u00a9 &#8211; the skill-set model for Digital Customer Service Assistants &#8211; <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/2TuNf2U\">download the ebook<\/a><\/span><\/li>\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.bcg.com\/publications\/2020\/redefining-customer-service-for-the-future.aspx?_lrsc=20039ad7-2d5b-4fed-ac56-cdf46dcca3a7&amp;source=Elevate&amp;medium=Twitter&amp;redir=true\">Redefining Customer Service for the Future<\/a><\/span> [Boston Consulting Group]<\/li>\n<li>Sarah Metcalfe links: <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.linkedin.com\/in\/sarahmetcalfecambs\/\">LinkedIn<\/a><\/span>,\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.happycoffeeconsulting.co.uk\/\">Happy Coffee Consulting<\/a><\/span><\/li>\n<li>Subscribe to this podcast on\u00a0<em><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.spreaker.com\/user\/paolofabrizio\">Spreaker<\/a>,\u00a0<a style=\"color: #0000ff;\" href=\"http:\/\/bit.ly\/Pod-iTunes\">ApplePodcast<\/a>,\u00a0<a style=\"color: #0000ff;\" href=\"http:\/\/bit.ly\/Pod-CustomerServiceCulture\">Spotify<\/a>,\u00a0<a style=\"color: #0000ff;\" href=\"http:\/\/bit.ly\/Pod-YouTube\">YouTube,<\/a>\u00a0<\/span><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/podcasts.google.com\/?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvMTE3MTMwMS9lcGlzb2Rlcy9mZWVk\">Google Podcast<\/a><\/span><\/em><\/li>\n<li>More about Digital Customer Service?\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\">CustomerServiceCulture.com<\/a><\/span><\/li>\n<\/ul>\n<h2><strong>Let&#8217;s stay in touch<\/strong><\/h2>\n<p>If you want to deep dive into Digital Customer Service you&#8217;d better watch this short video.<\/p>\n<p><iframe loading=\"lazy\" style=\"border: none; border-radius: 24px;\" src=\"https:\/\/ask.customerserviceculture.com\/fectp92qa\" width=\"100%\" height=\"600px\"><br \/><\/iframe><\/p>\n<p>\u00a0<\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8216;People that like to help other people&#8216;. If you are a customer service manager that&#8217;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? [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":22743,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[770,769,159],"class_list":["post-22699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-chief-happiness","tag-interview","tag-podcast"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The path from happy employees to happy customers - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"If you build a thriving workplace for your employees you&#039;ll have happy customers. 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