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One of many extra pleasant actions in my life is taking part in hockey. Once I’m on the town – not out talking at conferences – I lace up the skates a number of occasions per week to play in a pleasant hockey sport. In shut video games, when my workforce is up by one or two targets, I keep in mind my faculty days when our coaches inspired us to proceed taking part in to attain, even after we had been successful, versus switching to extra defensive play to forestall the opposite workforce from scoring.
So, what does this should do with enterprise, particularly customer support and CX? A lot!
In any workforce sport, the aim is to win. Within the customer support world, we must always create a “sport plan” to ship an expertise that’s good, by no means requiring a buyer to succeed in out to us due to issues. Think about what Jeff Bezos of Amazon stated a few years in the past: The very best customer support is that if the shopper doesn’t must name you, doesn’t want to speak to you. It simply works.
That’s an ideal instance of taking part in to win.
However that doesn’t all the time work. Bezos rapidly found that as good as Amazon is likely to be, as soon as the package deal left the warehouse, management was within the palms of supply corporations such because the USPS, FedEx, or UPS. If there was a supply drawback, even when it wasn’t Amazon’s fault, the shopper nonetheless known as Amazon.
That’s the place Amazon realized to play nice protection, usually managing complaints or points so properly that the corporate has earned a popularity for superb customer support. And so they nonetheless play to win. They proceed to open extra distribution websites and develop their fleet of airplanes and automobiles to handle the whole expertise, so that they don’t should depend on exterior distributors as a lot. And as good as they attempt to be, there’ll nonetheless be issues, so a very good protection, as in a very good customer support expertise, helps the trouble to win.
Whereas we are able to’t all be Amazon, we are able to play an analogous sport. We’d like protection, which is the flexibility to reply to our prospects’ questions, issues, wants, and complaints in a manner that renews confidence for them to proceed doing enterprise with us. Nevertheless, we should additionally play to win, which implies repeatedly bettering the shopper expertise, together with eliminating or mitigating any of these buyer points.
Within the customer support world, taking part in to win in customer support means eliminating the explanations prospects name us for issues and complaints. Taking part in protection is specializing in being good at dealing with our prospects’ issues or complaints. We must be good at each.
Shep Hyken is a customer support/CX professional, award-winning keynote speaker, and New York Instances bestselling writer. Be taught extra about Shep’s customer support and buyer expertise keynote speeches and his customer support coaching workshops at www.Hyken.com. Join with Shep on LinkedIn.
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