{"id":26522,"date":"2021-10-06T08:12:55","date_gmt":"2021-10-06T06:12:55","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=26522"},"modified":"2021-10-18T09:40:10","modified_gmt":"2021-10-18T07:40:10","slug":"what-customer-service-managers-wont-tell-you","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/","title":{"rendered":"What customer service managers won&#8217;t tell you"},"content":{"rendered":"<p>As I&#8217;ve worked for many years in organizations before moving to consulting, I know how customer service managers put lot of energies into their job. They&#8217;re people and results oriented and also aware of organizations&#8217; urgency to\u00a0take take quick, brave decisions, in order to stay competitive. They won&#8217;t tell you though <strong>all what they need<\/strong>, so that&#8217;s where this article comes in.<!--more--><\/p>\n<h2><strong>Getting their team empowered<\/strong><\/h2>\n<p>Many customer service managers ask for budget for omni-channel platforms to deliver support over different traditional and digital channels. In order though\u00a0to deliver excellent customer experiences, they also need to change some things. Frequent examples are:<\/p>\n<ul>\n<li>Letting their agents have access to <strong>more, immediate\u00a0information<\/strong> when dealing with customers to enable them fix issues. Otherwise they go with <em>&#8220;&#8230;I can&#8217;t tell you now because such cases are handled by [name of department].&#8221;<\/em> Therefore <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/free-your-agents-and-customers-will-follow\/\">agents empowerment<\/a><\/span> is essential to prevent both agents and customers frustration, thus to improve overall satisfaction. In fact as we&#8217;re all customers, we compare received responses by other companies\/providers that are able instead to take ownership of our queries letting us save time and efforts.<\/li>\n<li>Improving <strong>internal communication<\/strong> whenever support agents actually need to exchange \/ get information by other departments. Otherwise here&#8217;s what sadly happens: incoming customer query &gt; 1\u00b0 agent fast response but just intermediate &gt; then customer urges for a solution over same and\/or further channels &gt; 2\u00b0 agent response trying to calm down customer and getting the information \/ solution &gt; 3\u00b0 agent final, late answer \/ solutions. Now take a break because I&#8217;ve got a question for you: if you had faced such a customer experience how much satisfied would you feel? I bet not much&#8230;<\/li>\n<\/ul>\n<h2><strong>Coaching &amp; training for digital up-skilling<\/strong><strong>\u00a0<\/strong><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-26578\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-150x150.png\" alt=\"customer service team\" width=\"800\" height=\"243\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-200x61.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-300x91.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-400x122.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-600x182.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-768x233.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-800x243.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-1024x311.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team-1200x365.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-team.png 1428w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>As conversations flow more and more over social media, live \/ video chat and messaging apps, smart customer service managers have realized that up-skilling is a priority for:<\/p>\n<ul>\n<li><strong>Themselves<\/strong> &#8211; since also customer service managers need new, ad hoc competences, to successfully fulfill their digital role. Some of them need to set up Digital Customer Service road maps including goals, others to review and integrate metrics for digital support channels, other being able to get all relevant data and analytics by the omni-channel platform in order to take action upon them. [Untold need: <em>1-to-1 coaching<\/em>]<\/li>\n<li><strong>Their team<\/strong>\u00a0&#8211; as even the most experienced agents are not able to manage <em>online conversation<\/em> to such diverse, digital channels. Those who underrate difference between channels, thus engagement rules, still <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/3eFkR8R\">make bad mistakes<\/a><\/span>. <span style=\"color: #333300;\">Smart organizations instead are prioritizing their investments to turn their support agents into digital conversations specialists. [Untold need: <em>guidelines and exercises led training<\/em>]. <\/span><\/li>\n<\/ul>\n<blockquote><p>Related: get to know the\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/DCSP-EN\">Digital Customer Service Personas\u00a9<\/a><\/span> skill-set model.<\/p><\/blockquote>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>The common word for such customer service managers untold needs is &#8216;ASAP.&#8217;\u00a0 In fact today if you want to stand out from competitors you need to consistently invest in Digital Customer Support. More than you used to do during the last 10 years. So here&#8217;s an important question for you in this <strong>interactive video<\/strong>: respond using text, audio or video.<\/p>\n<p>Have great conversations.<\/p>\n<p><iframe loading=\"lazy\" style=\"border: none; border-radius: 24px;\" src=\"https:\/\/ask.customerserviceculture.com\/fzw0iv9j8\" width=\"100%\" height=\"600px\"><\/iframe><\/p>\n<p><span style=\"color: #999999;\"><em>Image credit: Unspalsh.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As I&#8217;ve worked for many years in organizations before moving to consulting, I know how customer service managers put lot of energies into their job. They&#8217;re people and results oriented and also aware of organizations&#8217; urgency to\u00a0take take quick, brave decisions, in order to stay competitive. They won&#8217;t tell you though all what they need, [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":26576,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[766,821,796],"class_list":["post-26522","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customers","tag-managers","tag-online-conversations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What customer service managers won&#039;t tell you - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Many customer service managers know that organizations they work in should take quick decisions to stay competitive. They won&#039;t tell you though all of them.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What customer service managers won&#039;t tell you - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Many customer service managers know that organizations they work in should take quick decisions to stay competitive. They won&#039;t tell you though all of them.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-06T06:12:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-10-18T07:40:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-managers.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"What customer service managers won&#8217;t tell you\",\"datePublished\":\"2021-10-06T06:12:55+00:00\",\"dateModified\":\"2021-10-18T07:40:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\"},\"wordCount\":523,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-managers.png\",\"keywords\":[\"customers\",\"managers\",\"online conversations\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/\",\"name\":\"What customer service managers won't tell you - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-customer-service-managers-wont-tell-you\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/customer-service-managers.png\",\"datePublished\":\"2021-10-06T06:12:55+00:00\",\"dateModified\":\"2021-10-18T07:40:10+00:00\",\"description\":\"Many customer service managers know that organizations they work in should take quick decisions to stay competitive. 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