Customer service is not dead, you just have to look a little harder to see it.
As a consumer, we want a few things:
No one is perfect. Sometimes things don’t work as they are supposed to, or we don’t receive the product we were supposed to. This is the best opportunity for a company to gain lifelong customers. Rectifying a painful situation for the customer, while maintaining empathy and a sense of urgency, allow for an average consumer experience to be elevated to a great experience.
Service industries (hospitality, customer service, technical support) are filled with people who love to help others. To provide an exceptional experience to your customers, leadership needs to provide the structure and the tools and let the team do the rest. Keep these two things top of mind to deliver service excellence:
If you want to provide exceptional experiences to your customers, I recommend you take a quick look at your people and your processes. Make sure the processes and the tools facilitate the desire of your team to resolve issues with empathy, urgency and accuracy.
Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.